Annual salary: up to £25,000.00

Customer Success Advisor

Manchester

Full Time Permanent Role, up to £25,000 PA

Have you always wanted to work for a company that cares about their customer’s happiness as well as their employees? Mears group may just have the answer for this as a job has opened up for you. We are searching for someone who is dedicated to helping customers while reaching their own career goals – could this be you?

About the Role:

This role is to support the increased activity in complaints management, customer satisfaction, social value, customer engagement and communications.

We need a passionate individual who is committed to working closely with our four customer groups (clients, colleagues, residents, and wider communities) to ensure requirements are fully implemented. To help protect and enhance the Mears Living brand.

Developing strong working relationships with our customers is essential in order to provide key support and advice as required.  Providing efficient communication between the residents and operational teams by putting the customer at the heart of everything we do; ensuring we meet the needs of the business, our clients, and our customers.

Accountabilities

• To manage all customer feedback and insight on the contract, primarily customer complaint resolution, in line with the Group approach and policy
• Accurately use business and/or client systems to log, update and process in a timely manner
• To act as contract champion and coordinate all social value activities.
• To successfully support actions, through insight, to deliver contractual customer KPI’s
• Supported by the central team, represent Customer at the local SMT and attend/hold customer performance meetings/client core group meetings
• To support customer engagement through Your Voice and resident forums
• To support activities to embed Group approach to Red Thread 
• To support effective communications in branch, promoting positive stories  
• Supported by the central team, deliver MAPD training across the contract
• To maintain good relationships with the client, local community and related associations, governing bodies and third parties
• Supported by the central team, deliver Group Customer induction to all colleagues on the contract
• To support retention/achievement of accreditations and awards when asked
• Ensure all customer related systems, policy, process and procedures are fully adhered to across the contract
• Attend Customer Success team meetings and forums as required

Role Criteria

• Customer service focused.

• IT literate especially Microsoft
• Ability to deal with challenges and complaints.
• Excellent Written and Verbal communication skills
• Ideally experience within the social housing background

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.

Benefits we can offer you

• 25 days annual leave plus bank holidays
• Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
• Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
• Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
• Family friendly policies

To apply, follow the link below or to discuss your application further please contact Lauren at [email protected]

Mears Group is a Disability Confident employer and recognises our people as our greatest asset, we hire individuality, recognising and valuing everyone is individual and ensuring equal access to opportunities for all regardless of social economic background or individual make up.

Candidates should be aware that all our roles are subject to relevant DBS/Security checks before commencement of employment. To work on this contract you need to have lived and worked in the UK for the last 5 years to pass all our security checks.