Overview
Annual salary up to £45,000 per annum, plus £4,500 car allowance. Location: Evesham. Full‑time permanent. 42.5 hours per week (8‑5 Monday‑Friday).
Responsibilities
* Lead and oversee complaint management to resolve issues effectively within agreed timescales.
* Manage and drive Community Investment and Social Value activity in line with contract and client expectations.
* Work closely with the Contract Lead to embed the Mears approach to customer experience, engagement and social impact.
* Conduct monthly customer and contract performance reviews to ensure KPIs are met and continuous improvement identified.
* Ensure all customer‑related policies, processes and procedures are defined, embedded and consistently adhered to across the contract.
* Accurately use business systems to log, update, track and manage customer interactions in a timely and professional manner.
* Build and maintain strong working relationships with clients, partners, local communities, governing bodies, associations and third‑party stakeholders.
* Manage effective customer and client communications, including the promotion of positive stories and outcomes.
* Deliver bespoke customer training and induction programmes for all contract colleagues to ensure a consistent customer‑focused approach.
* Embed learning from feedback, complaints, and performance reviews through action plans to drive continuous improvement across the contract.
Qualifications
* Experience in the above duties.
* Previous customer service experience.
* IT literate.
* Experience in compliant handling.
* Experience in overseeing customer engagement events.
* Line management experience.
* 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 experience of working in social housing with a good understanding of repairs and maintenance.
Benefits
* 25 days annual leave plus bank holidays.
* Annual Mears Fun Day.
* Volunteering leave to support our social value commitment.
* Staff perks via Mears Rewards: discounts, share save scheme and more.
* Family friendly policies.
* £4,500 car allowance.
Employment Requirements
Must have the entitlement to work within the UK. No visa sponsorship currently offered.
Background, Identity & Security checks will be conducted before commencement of employment.
Equal Opportunities
At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive. We are a Disability Confident employer and actively support the Armed Forces Covenant. We encourage applicants to share optional background information to promote social mobility.
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