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Customer Success Manager, Greater London col-narrow-left
Client: Mears
Location: Greater London, United Kingdom
Job Category: Other
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EU work permit required: Yes
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Job Reference: 6c62e66dd55c
Job Views: 8
Posted: 17.06.2025
Expiry Date: 01.08.2025
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Job Description: Annual salary: up to £48,837.60
Customer Success Manager
Location: Tower Hamlets
Full Time Permanent
Salary up to £48,837.60 per annum, plus car allowance
42.5 hours per week (8-5 Monday -Friday)
An opportunity has arisen to join Mears on the London Borough of Tower Hamlets (LBTH) contract as the Customer Success Manager.
Mears works alongside LBTH to provide a range of services including responsive repairs and maintenance across approximately 22000 properties.
About the role
The Customer Success Manager is a key role to manage customer and colleague engagement within our LBTH 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:
Complaint Management
Management of Community Investment/Social Value
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.
Conduct monthly customer contract performance reviews to ensure KPI’s are being met, compliance against agreed policies & procedures & support continuous improvement
Ensure all customer related policy, process and procedures are defined, embedded and adhered to by the contract
Accurately use business systems to log, update and process customer within a timely manner
Line manager for 2 x Customer Success Advisors
Build and maintain strong relationships with the client/partner, local community and related associations, governing bodies and third parties
Manage effective customer/client communications, promoting positive stories
Manage effective customer communications
Deliver bespoke customer training and induction training to all contract colleagues
Embedding learning action plans to drive continuous improvement across the contract
Role Criteria:
Previous customer service experience
IT literate
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 have experience of working in social housing with a good understanding of repairs and maintenance
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 DBS/Security checks before commencement of employment.
Benefits we can offer you.
25 days annual leave plus bank holidays
Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
Family friendly policies
Car allowance
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