Customer Success Manager
Location: Evesham
Employment Type: Full Time Permanent
Salary: Up to £45,000 per annum plus £4,500 car allowance
Hours: 42.5 hours per week (8:00–5:00 Monday to Friday)
Mears Group is mobilizing a long‑term social housing repairs and maintenance partnership across the wider Midlands region. The role involves managing customer and colleague engagement to deliver high‑quality service, community investment, and social value activities.
About The Role
* Lead and oversee complaint management, ensuring issues are resolved effectively and within agreed timescales.
* Manage and drive Community Investment and Social Value activity aligned 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, ensuring KPIs are met and opportunities for continuous improvement are identified.
* Develop and maintain all customer‑related policies, processes and procedures.
* Accurately log, update, track and manage customer interactions in business systems.
* Build and maintain strong working relationships with clients, partners, local communities, governing bodies, associations and third‑party stakeholders.
* Manage effective customer and client communications, promoting positive stories and outcomes.
* Deliver bespoke customer training and induction programmes for contract colleagues.
* Embed learning from feedback, complaints and performance reviews through action plans.
Role Criteria
* Experience in the duties listed above.
* Previous customer service experience.
* IT literate.
* Experience in compliance handling.
* Experience overseeing customer engagement events.
* Line management experience.
* Excellent communication and presentation skills.
* Customer focused.
* Full driving licence.
* Ability to build relationships and manage complex situations.
* Strong influencing and negotiation skills.
* Ideally experience in social housing with understanding of repairs and maintenance.
Benefits
* 25 days annual leave plus bank holidays.
* Annual Mears Fun Day.
* Volunteering Leave to support community social value commitment.
* Staff perks via Mears Rewards (discounts on groceries, holidays, eye test vouchers, share save scheme).
* Family friendly policies.
* £4,500 car allowance.
Additional Information
* All roles require entitlement to work within the UK; Mears does not offer visa sponsorship.
* To drive a Mears vehicle, you must be aged over 21, have held your licence for over 3 months and have less than 9 points.
* Background, identity and security checks will be required before employment commences.
Equal Opportunity Statement
Mears Group is a Disability Confident employer and is committed to ensuring equal opportunities for all applicants.
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