Annual salary: up to £35,000.00

Senior Customer Success Coordinator

Remote working

Up to £35,000 per annum

Full time, 1 year fixed term contract with possible extension

About the Role:

We are working with our client to bring to the UK a number of families under the Afghan Resettlement and Assistance Policy. They will initially be housed in various accommodation bases, known as the transit estate, before being moved to a settled home in the community. Mears will be securing community homes over the next 6 months and some families will move to these homes, some will move to other dispersed accommodation throughout the UK. Mears have been asked to provide integration support services to occupants during the period whilst they live in the transit estates in scope.  

As a Senior Customer Success Coordinator, you will report into the Head of Performance & Compliance working alongside a Performance Analyst, Compliance Officer, Contract Coordinator and a Quality Health and Safety Manager. The successful candidate will work closely with our four customer groups (clients, colleagues, customer and wider communities), acting as the voice of the customer within the company, with the primary goal of supporting the business to achieve and maintain an exceptional customer experience, throughout every step of the customer journey. You will help to protect and enhance the Mears brand.

• Supporting the Customer Success Manager in delivering all MAPD (customer, social value) and any additional training requirements where appropriate.
• Customer Feedback surveys– working on compiling necessary  surveys also doing monthly analysis through bespoke software applications
• To ensure all customer related policy, process and procedures are fully embedded and adhered to.
• Be fully involved in managing complaints - looking and analysing they are on VECO and monitoring any alerts that come out of each compliant
• Being the voice of customer / client for the contract– involved in onsite meetings
• To manage effective customer/client communications, promoting positive stories.
•   Support the Customer Success Manager in delivering the annual social value plan and ensure performance is collected from sites and reported on the SVP monthly. Supporting the Customer Success Manager on achieving service lead accreditation and awards for the contract
• Support the contract as a resource for recruitment needs where needed. This may involved conduct interviews, note taking, booking in interviews, screening candidates
• Get involved with local recruitment lead activities 

Role Criteria:

• Senior experience within customer service or within an experience lead role
• Working with CRM systems, PowerPoint, word, excel
• Being able to work with clients and customers – relationship building
• Influencing skills
• Excellent understanding of excel and being able to analysis and interpret the data
• Good presentation skills
• Work on own initiative but can be part of a team
• Confident
• Willing to travel
• Flexible with change

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
• Access to EAP Counselling sessions

If you feel you have skills and experience needed, please apply via the link below. If you have any questions regarding this role please contact Beth on [email protected]. We look forward to hearing from you soon.

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 employment.

Closing date for applications:17 September 2024