Position Overview
Annual salary: up to £32,340.00.
Position: Customer Success Advisor. Location: Dartford. Contract: Full Time Permanent. Pay up to £32,340 per annum. 42.5 hours per week (8‑5 Monday‑Friday).
Company: We are the largest provider of repairs, maintenance and regeneration services across the UK. Mears provides tailored rapid‑response and planned maintenance services through partnerships with more than 70 local authorities, Arm’s Length Management Organisations and Housing Associations.
About the Role
We are seeking a Customer Success Advisor to join our team in Dartford. In this role you’ll support our social housing contract by delivering excellent service and customer care through our dedicated local teams. This contract emphasizes collaboration and community impact. As a Customer Success Advisor, you will be a positive representative of Mears, working closely with the operational team and customers on a daily basis. You’ll provide front‑facing support and advice, ensuring proactive communication, and help us meet the needs of our business, clients and the local community.
Day‑to‑Day Duties
* Be the first point of contact for complaints across all communication channels
* Resolve queries, diagnose situations and process requests with care and accuracy
* Use our bespoke system to log and manage customer interactions
* Provide administrative support for Customer & Communications tasks
* Meet service level agreements and performance targets
* Build strong relationships across the business
* Create satisfaction by exceeding expectations
Role Criteria & Qualifications
* Experience in complaint handling
* Strong communication and interpersonal skills
* Calm under pressure with a sharp eye for detail
* Adaptable, empathetic and customer‑focused
* Confident using new systems and multitasking effectively
* Passionate about making a difference in diverse communities
* Excellent written and verbal communication skills
* Basic knowledge of housing maintenance and call‑centre environments desirable but not essential
Benefits
* 25 days annual leave plus bank holidays
* Annual Mears Fun Day
* Volunteering Leave – paid time for community service
* Staff perks through Mears Rewards – discounts up to 10% on groceries, holidays, eye‑test vouchers, Share Save scheme and more
* Family‑friendly policies
* Eligibility for a Mears vehicle requires age over 21, licence held for over 3 months and fewer than 9 points; all roles subject to Background, Identity & Security checks
Required Qualifications
Customer Service Experience.
Contact and Application
To discuss your application or for further information, please contact Laura Bourne (laura.bourne@mearsgroup.co.uk).
Equal Opportunity Statement
At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive. We are a Disability Confident employer, support the Armed Forces Covenant, and hold awards for veteran transition programmes. We encourage applicants to voluntarily share background information to support social mobility. All questions are optional and will not affect your application.
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