At a Glance
- Tasks: Lead customer success initiatives and drive community impact projects.
- Company: Join Mears Group, a leader in community-focused services.
- Benefits: Enjoy a competitive salary, car allowance, and generous leave policies.
- Other info: Be part of a diverse team committed to social value and community engagement.
- Why this job: Make a real difference in local communities while developing your leadership skills.
- Qualifications: Experience in customer service, complaint handling, and team management required.
The predicted salary is between 46000 - 46000 £ per year.
Annual salary: up to £46,000.00
Location: Coatbridge
Contract: Permanent / Full Time / 40hrs a week 08:00 - 16:30
Salary: £46,000 per annum, plus £4,500 car allowance and great 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
- Line management experience
- Excellent communication skills
- Strong presentation skills, attendance at internal and external meetings
- Customer focused
- 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 – paid volunteering in the community
- Staff perks with Mears Rewards – discounts on groceries, holidays, eye test vouchers, Share save scheme, and more
- Family friendly policies
- Car allowance
Employment Information
All 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 fewer than 9 points. All roles are subject to relevant Background, Identity & Security checks before commencement of employment.
EEO Statement
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. We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS). We maintain a Career Transition Partnership to support veterans and promote social mobility.
How to apply
Contact Vickie Rudge at Vickie.Rudge@mearsgroup.co.uk or explore the application link below. We are here to support you throughout the process.
Customer Success Manager in Coatbridge employer: PVH (Tommy Hilfiger/Calvin Klein)
Intapp is an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration within the accounting and consulting sectors across EMEA. With a strong commitment to employee growth, Intapp provides ample opportunities for professional development and leadership coaching, ensuring that team members thrive in their careers while contributing to the company's strategic vision. The culture is built on accountability and high performance, making it an ideal place for those looking to make a significant impact in a rapidly evolving industry.
Contact Details:
PVH (Tommy Hilfiger/Calvin Klein) Recruitment Team
