At a Glance
- Tasks: Lead customer success initiatives and drive community impact projects.
- Company: Join a dynamic team at Mears, focused on community improvement.
- Benefits: Enjoy 25 days annual leave, staff perks, and a fun day out.
- Other info: Full-time role with opportunities for personal and professional growth.
- Why this job: Make a real difference in local communities while developing your career.
- Qualifications: Experience in customer service and strong relationship-building skills.
The predicted salary is between 46000 - 46000 £ per year.
Contract: Permanent / Full Time / 40hrs a week 08:00 – 16:30
Salary: £46,000 per annum, plus £4500 car allowance and company benefits.
About the role:
The Customer Success & Community Impact Manager is a highly visible leadership role responsible for improving customer outcomes, leading an administration team, and delivering meaningful community impact across North Lanarkshire. The successful candidate will act as the voice of the customer within the business, ensuring complaints and claims are effectively managed while maintaining a strong focus on community partnerships, fundraising, charitable engagement and community improvement projects. You’ll lead customer experience and community engagement initiatives, managing complaints and service improvements while delivering meaningful social value projects. Working closely with community partners, charities and stakeholders, you’ll build lasting relationships that benefit local communities. You’ll also lead a planning and administration team, using performance insights to drive continuous improvement and operational excellence.
Key Responsibilities
- Lead customer complaints, escalations and claims, driving excellent customer outcomes and continuous improvement.
- Analyse customer feedback and performance data to identify trends, improve satisfaction and support service recovery.
- Deliver community improvement projects and measurable social value initiatives that positively impact local communities.
- Build and maintain strong relationships with community groups, charities and key stakeholders, including managing fundraising activities and partnerships.
- Lead and develop a planning and administration team, fostering a high‑performance culture, accountability and service excellence.
- Ensure effective scheduling and administrative support for operational teams.
- Review performance trends, identify improvement opportunities and support operational managers in resolving recurring issues.
Key Criteria
- Previous Customer Success/Service experience
- IT literate
- Experience in complaint handling
- Experience in overseeing customer engagement events
- Strong presentation skills, attendance at internal and external meetings
- Full Driving licence
- Ability to build relationships
- Ability to manage complex situations
- Strong influencing and negotiation skills
- Ideally have experience of working in social housing with a good understanding of repairs and maintenance
Benefits
- 25 days annual leave plus bank holidays
- Annual Mears Fun Day
- Volunteering Leave
- Staff perks with Mears Rewards – discounts up to 10% on weekly groceries, holidays, eye test vouchers, Share save scheme and more
- Family friendly policies
All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship. To drive a Mears vehicle, you must be aged over 21, have held your licence for over 3 months and have less than 9 points. Candidates should be aware that all our roles are subject to relevant Background, Identity & Security checks before commencement of employment.
Customer Success Manager in Coatbridge employer: Mears
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