About the Role
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As a Customer Success Advisor, you’ll be a key voice for our customers. You’ll work closely with our local operational teams to make sure customers are kept informed, listened to, and supported throughout their journey.
This is a front-facing, people-focused role where no two days are the same. You’ll handle enquiries and complaints, provide updates, and help resolve issues efficiently and empathetically — always keeping the customer at the heart of what you do.
Day to Day duties:
1. Be the first point of contact for customer complaints and enquiries (phone, email, and other channels)
2. Listen carefully, understand the issue, and help find the right solution
3. Use our systems to log and track customer interactions
4. Work with internal teams to resolve issues quickly and effectively
5. Keep customers updated throughout the process — no one likes being left in the dark
6. Meet service targets while maintaining high customer satisfaction
7. Help build positive relationships across the business
Role Criteria
8. Comfortable handling customer queries or complaints
9. A clear, friendly communicator (written and verbal)
10. Calm under pressure and organised
11. Confident using computer systems and juggling tasks
12. Empathetic, adaptable, and genuinely people-focused
13. Motivated by doing a good job and making a difference
14. GCSEs in Maths and English (Pass)
15. Experience in housing, maintenance, or call-centre environments is helpful but not essential
Benefits we can offer you
16. 25 days annual leave plus bank holidays
17. Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
18. Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
19. Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more.
20. Family friendly policies
21. As part of your development we will offer you the opportunity to gain a qualification within your role
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 Background, Identity & Security checks before commencement of employment.