Annual salary: up to £42,000.00

Customer Success Manager

Location: Ealing

Full Time Permanent

Salary up to £42,000 per annum, plus car allowance

40 hours per week (8-5 Monday -Friday)

An opportunity has arisen to join Pyramid Plus as the Customer Success Manager.

Pyramid Plus is a joint venture between A2Dominion and Mears working alongside A2Dominion to provide a range of services including responsive repairs and maintenance across approximately 44,000 properties. 

About the role

The Customer Success Manager is a key role to manage customer and colleague engagement.

You’ll already be customer focused, passionate about service, a confident communicator, active in your local community and have attention to detail.  You’ll be used to positively influencing others, delivering training,  working to regulatory requirements (in our case with the Housing Regulator and Housing Ombudsman) and working to meet key performance indicators to provide a high-quality service, providing residents with a positive customer experience whilst giving something back to our communities through social value activities.

As a minimum, you’ll have a recognised customer or business qualification, be educated to A level standard or above and have current experience working in a customer led role.

Principle Accountabilities:

• Complaint Management across Pyramid Plus
• Management of Community Investment/Social Value across Pyramid Plus
• The Customer Success Manager will work closely with the contract lead to embed the Pyramid Plus approach to customer experience, engagement and social impact, taking account of specific client and contract requirements.

• Conduct monthly customer contract performance reviews to ensure KPI’s are being met, compliance against agreed policies & procedures & support continuous improvement
• Ensure all customer related policy, process and procedures are defined, embedded and adhered to by the contract
• Accurately use business systems to log, update and process customer within a timely manner
• Line manager for Customer Success Coordinator
• Build and maintain strong relationships with the client/partner, local community and related associations, governing bodies and third parties
• Manage effective customer/client communications, promoting positive stories  
• Manage effective customer communications
• Deliver bespoke customer training and induction training to all contract colleagues
• Embedding learning action plans to drive continuous improvement across the contract

Role Criteria:

• Previous customer service experience
• IT literate
• 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 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
• Car allowance

To apply, follow the link below or to discuss your application further please contact Laura Bourne on [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 either before or upon commencement of employment.

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