Job Title: Customer Success Advisor
Location: Milton Keynes
Contract: Full Time Permanent
Salary up to: £27,957.53 per annum
Hours: 42.5 hours per week (8-5 Monday‑Friday)
We are the largest provider of repairs and maintenance, and regeneration services across the UK. Mears provides tailored rapid‑response and planned maintenance services through partnering arrangements with more than 70 local authorities, Arm’s Length Management Organisations and Housing Associations.
About The Role
We are seeking a Customer Success Advisor to join our team in Milton Keynes. In this role, you’ll support our social housing contract by delivering excellent service and customer care through our dedicated local teams. This is a contract where collaboration and community impact are key. You will be a positive representative of Mears, working closely with both the operational team and our customers on a daily basis. You’ll provide front‑facing support and advice, ensuring proactive communication. With the customer at the heart of everything we do, you’ll help us meet the needs of our business, clients, and the local community. As part of your development, we will offer you the opportunity to gain a qualification within your role.
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 communication skills written and verbal
* Basic knowledge of housing maintenance and call centre environments desirable but not essential
Qualifications
* NVQ or GCSEs in Maths and English (Pass)
Benefits We Can Offer You
* 25 days annual leave plus bank holidays
* Annual Mears Fun Day – organised as a massive thank you from the Executive team for all the hard work
* Volunteering Leave – paid volunteering in the community to support our social value commitment
* Staff perks through Mears Rewards – discounts of up to 10% on weekly groceries, holidays, eye test vouchers, Share save scheme, and more
* Family friendly policies
* Opportunity to gain a qualification within your role as part of your development
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 for 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.
Equality, 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, valuing individuality and ensuring equal opportunities for all.
We proudly support the Armed Forces Covenant and have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS). We also 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 background information during the application stages to help us better understand diverse experiences. These questions are optional and will not impact your ability to apply. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds.
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