Annual salary: up to £50,000.00
Customer Success Manager
Location: Dartford
Full Time Permanent
Salary up to £50,000 per annum, plus car allowance or Company Car
42.5 hours per week (8-5 Monday -Friday)
Mears Group is one of the UK’s leading housing and social care providers, maintaining over 700,000 social homes and managing around 11,000 properties for local and central government. With a workforce of over 5,400 employees and a national presence, Mears plays a vital role in supporting communities across the country
About the role
The Customer Success Manager is a key role to manage customer and colleague engagement within our contract.
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:
1. Complaint Management
2. Management of Community Investment/Social Value
3. The Customer Success Manager will work closely with the contract lead to embed the Mears approach to customer experience, engagement and social impact, taking account of specific client and contract requirements.
4. Conduct monthly customer contract performance reviews to ensure KPI’s are being met, compliance against agreed policies & procedures & support continuous improvement
5. Ensure all customer related policy, process and procedures are defined, embedded and adhered to by the contract
6. Accurately use business systems to log, update and process customer within a timely manner
7. Build and maintain strong relationships with the client/partner, local community and related associations, governing bodies and third parties
8. Manage effective customer/client communications, promoting positive stories
9. Manage effective customer communications
10. Deliver bespoke customer training and induction training to all contract colleagues
11. Embedding learning action plans to drive continuous improvement across the contract
Role Criteria:
12. Previous customer service experience
13. IT literate
14. Experience in complaint handling
15. Experience in overseeing customer engagement events
16. Line Management experience
17. Excellent communication skills
18. Strong presentation skills, attendance at internal and external meetings
19. Customer focused
20. Full Driving licence
21. Ability to build relationships
22. Ability to manage complex situations
23. Strong influencing and negotiation skills
24. Ideally have experience of working in social housing with a good understanding of repairs and maintenance
Benefits we can offer you.
25. 25 days annual leave plus bank holidays
26. Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
27. Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
28. Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
29. Family friendly policies
30. Car allowance
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 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.