Customer Success Co-ordinator

Annual salary: up to £37,686.25

Location: Hammersmith & Fulham, London

Contract: Permanent, Full Time, 42.5 hours per week, Monday to Friday 8am to 5pm

Salary: £37,686.25 per annum plus Mears standard benefits

We are looking for a Customer Success Co-ordinator to join our team, playing a key role in delivering excellent customer outcomes across the contract. This is a customer focused role where you will act as a champion for customer insight, social value and engagement, ensuring contractual commitments and performance standards are consistently met. Working closely with operational teams, clients and external stakeholders, you will manage customer feedback, coordinate engagement activities and support continuous improvement. You will be a visible advocate for the customer voice, helping to shape service delivery and promote positive outcomes for residents and communities.

Mears Group is a leading provider of housing services to the public and private sectors, working in partnership with local authorities, housing associations and other clients. We are committed to making a positive difference to the communities we serve, delivering services that improve lives while providing a supportive and inclusive working environment for our colleagues.

About the Role:

• As Customer Success Co-ordinator, you will be responsible for managing customer insight, engagement and social value activity across the contract, ensuring customer KPIs are achieved and embedded within day-to-day operations.
• Manage all customer feedback and insight, including complaint resolution, in line with Group policy and approach.
• Accurately use business and client systems to log, update and process information in a timely manner.
• Act as the contract champion for customer and social value activity.
• Coordinate and deliver social value initiatives across the contract.
• Manage actions arising from customer insight to deliver contractual KPIs.
• Represent the customer at contract senior management team meetings and client core group meetings.
• Conduct contract reviews to ensure KPIs, compliance and continuous improvement requirements are met.
• Manage customer engagement through resident forums and Your Voice activity.
• Embed the Group Red Thread approach across the contract.
• Manage internal communications, promoting positive stories and outcomes.
• Deliver MAPD training across the contract.
• Build and maintain strong relationships with clients, local communities, governing bodies and third parties.
• Support local bid and mobilisation activity when required.
• Deliver Group Customer induction to colleagues across the contract.
• Support the retention and achievement of accreditations and awards when required.
• Ensure all customer related policies, processes and procedures are fully embedded and adhered to.
• Attend Customer Success team meetings and forums.

Key Criteria:

• Customer service background.
• Experience working in a service led environment.
• Strong customer focus.
• Experience using CRM systems and Microsoft Office.
• Ability to analyse customer data and identify trends.
• Experience working across departments.
• Experience partnering with clients.
• Social housing experience is desirable.

Benefits:

• Family friendly policy to include enhanced maternity/paternity leave and much more.
• Generous Pension Scheme.
• Sick Pay.
• Refer a friend scheme (total award £1000).
• Share saver scheme.
• Eye test vouchers.
• Employee Assistance Programme (Access to Free counselling service).
• Wellbeing service (Access to trained mental health & wellbeing advisors).
• Mears Annual Family Fun Day for you and your family to places like Blair Drummond Safari Park, M&Ds Theme park, fully paid for including lunch.
• Mears Rewards - A performance recognition platform whereby you can be rewarded in high street vouchers.
• Volunteering Leave - Mears supports employees to undertake volunteering in the community, in support of our social value commitment.
• Excellent training and development opportunities and 25 days holiday entitlement along with bank holidays.

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.

If you need any help with your application process, we are here to support you. We will be accessible every step of the way. At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive. We are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.

In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.