Annual salary: up to £45,000.00
Customer Success Manager
Location: Evesham
Full Time Permanent
Salary up to £45,000 per annum, plus £4,500 car allowance
42.5 hours per week (8-5 Monday -Friday)
Mears Group is mobilising a new long-term social housing repairs and maintenance partnership across the wider Midlands region. Delivering housing repairs and maintenance services across a geographically diverse social housing portfolio covering market towns, rural communities and urban locations, the contract will include responsive repairs, planned maintenance and property services with a strong focus on customer service, quality and community investment. We are now recruiting experienced Customer Success Managers across South Worcestershire, North Gloucestershire, and surrounding areas to support the mobilisation and ongoing delivery of the contract.
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. Lead and oversee complaint management, ensuring issues are resolved effectively, fairly, and within agreed timescales.
2. Manage and drive Community Investment and Social Value activity in line with contract and client expectations.
3. 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 and contract performance reviews, ensuring KPIs are met, compliance with agreed policies and procedures is maintained, and opportunities for continuous improvement are identified.
5. Ensure all customer‑related policies, processes, and procedures are clearly defined, embedded, and consistently adhered to across the contract.
6. Accurately use business systems to log, update, track, and manage customer interactions in a timely and professional manner.
7. Build and maintain strong working relationships with clients, partners, local communities, governing bodies, associations, and third‑party stakeholders.
8. Manage effective customer and client communications, including the promotion of positive stories and outcomes.
9. Deliver bespoke customer training and induction programmes for all contract colleagues to ensure a consistent customer‑focused approach.
10. Embed learning from feedback, complaints, and performance reviews through action plans to drive continuous improvement across the contract.
Role Criteria:
11. Experience in the above duties
12. Previous customer service experience
13. IT literate
14. Experience in compliant 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. £4,500 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.