Position Overview
Annual salary: up to £30,000.00. Location: Evesham. Contract: Full Time Permanent (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 recruiting experienced Customer Success Advisors across South Worcestershire, North Gloucestershire, and surrounding areas to support mobilisation and ongoing delivery of the contract.
About the Role
We are looking for a Customer Success Advisor to join our team, working within a social housing environment on a stable and long‑term contract. The role is focused on delivering an excellent customer experience by working closely with our local operational teams, who understand the importance of collaboration and supporting the communities we serve. As a Customer Success Advisor, you will be a positive and professional representative of Mears, acting as a key point of contact for customers throughout the works lifecycle. You will work closely with the contract operational team on a day‑to‑day basis, providing front‑facing support, guidance, and advice, as well as proactive and clear communication at every stage. Putting the customer at the heart of everything we do, you will help ensure that service delivery meets the needs of the business, our clients, and our customers, contributing to positive outcomes and high levels of customer satisfaction.
Day‑to‑Day Duties
* Be the first point of contact for complaints across all channels of communication
* Resolve queries, diagnose situations, and process requests with care and accuracy
* Use our bespoke system to log and manage customer interactions
* Provide admin 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
* Experience in complaint handling
* A natural communicator with great 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
* Good 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 organised by the Executive team
* Volunteering Leave to support employees in paid volunteering in the community
* Staff perks with Mears Rewards – discounts on groceries, holidays, eye test vouchers, share‑save scheme, and more
* Family‑friendly policies
Eligibility and Working Conditions
All candidates must have 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 for over three months and have less than nine points. All roles are subject to relevant Background, Identity & Security checks before commencement of employment.
Diversity and Inclusion
At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive. We are a Disability Confident employer and value individuality, ensuring equal opportunities for all. We proudly support the Armed Forces Covenant and have achieved the Gold Award in the Defence Employer Recognition Scheme. We hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers. In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is optional and will not impact the ability to apply. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds.
#J-18808-Ljbffr