Customer Success Co-ordinator

Job Description

Annual salary: up to £29,800.00

Customer Success Co-ordinator


Full Time Permanent.

Salary up to £29,800 per annum, plus, company car allowance.

42.5 hours per week Monday - Friday

We are the largest provider of repairs and maintenance, and regeneration services across the UK. Mears provide 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're looking for a full time Customer Success Co-ordinator to support our Medway contract to deliver an exceptional customer service and give 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.


  • To manage all customer feedback and insight on the contract, including customer complaint resolution, in line with the Group approach and policy
  • Accurately use business and/or client systems to log, update and process in a timely manner
  • To act as contract champion and coordinate all social value activities.
  • To successfully manage actions, through insight, to deliver contractual customer KPI's
  • To represent Customer at the contract SMT and attend client core group meetings
  • Conduct contract review to ensure KPI's are being met, compliance against agreed policies & procedures & support continuous improvement
  • To manage customer engagement through Your Voice and resident forums
  • To manage activities to embed Group approach to Red Thread 
  • To manage effective communications in branch, promoting positive stories  
  • To deliver MAPD training across the contract
  • To maintain strong relationships with the client, local community and related associations, governing bodies and third parties
  • To support all local bid and mobilisation opportunities
  • To deliver Group Customer induction to all colleagues on the contract
  • To support retention/achievement of accreditations and awards when asked
  • Ensure all customer related policy, process and procedures are fully embedded and adhered to across the contract
  • Attend all Customer Success team meetings and forums

Role Criteria:

  • Previous customer service experience
  • IT literate
  • Excellent communication skills
  • Customer focused
  • Full UK Driving licence
  • Ability to build relationships
  • Ability to manage complex situations
  • Strong influencing and negotiation skills
  • Ideally have experience of working in social housing

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.

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% off weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
  • Family friendly policies
  • Company vehicle, Fuel Card and Uniform

To apply, follow the link below or to discuss your application further please contact Francescaon f.park-davies

Mears Group is a Disability Confident employer and recognises our people as our greatest asset, we hire individuality, recognising and valuing everyone is individual and ensuring equal access to opportunities for all regardless of social economic background or individual make up.

Candidates should be aware that all our roles are subject to relevant DBS/Security checks  before commencement of employment