Customer Success Advisor
Mears Group PLC
Customer Success Advisor
Location: Hybrid - Manchester office and home working
Contract: Full Time, 12-month fixed term contract
Hours - 40 hours per week, Monday to Friday
Salary - £26,528.31 per annum
About the Role
We are seeking a Customer Success Advisor to join our team supporting a key client. This role is key in ensuring that customer feedback and complaints are effectively managed, with a strong focus on insight, communication and continuous improvement. You will play an important part in enhancing the customer experience and supporting the delivery of contractual commitments.
In this role, you will take ownership of customer complaints from initial logging through to resolution, working closely with internal teams, subcontractors and external stakeholders. You will analyse trends, identify patterns and provide valuable insight to improve service delivery while maintaining strong relationships with customers and partners.
- Logging and investigating customer complaints
- Liaising with internal departments, subcontractors and local authorities
- Providing clear and timely communication to customers
- Managing and tracking actions through to resolution
- Identifying potential escalations and managing accordingly
- Analysing complaint trends and identifying recurring issues
- Supporting delivery of customer KPIs through insight and reporting
- Maintaining accurate records on internal and client systems
- Supporting customer engagement initiatives and forums
- Building and maintaining strong relationships with clients and stakeholders
- Ensuring compliance with all relevant systems, processes and procedures
- GCSE level education
- Extensive customer service experience
- Strong problem-solving ability
- Excellent written communication skills
- Good attention to detail
- Ability to remain impartial and provide objective analysis
- Strong interpersonal and communication skills
- Experience within housing or complaints handling is desirable
- Friendly, supportive and progressive work culture and environment.
- 25 days annual leave plus bank holidays
- Annual Mears Fun Day - Free day out for you, friends/family paid for by Mears in recognition of your hard work throughout the year - For employees in England, this is usually a theme park such as Drayton Manor.
- Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitments - do something worthwhile for a cause close to your heart.
- Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
- Employee Assistance Programme - Confidential support services for Mental and Physical wellbeing
- Mental Health First Aider Network - Confidential MHFA support and signposting.
- Employee of the Month Award (Departmental) - a chance to win recognition within the department as well as monthly/yearly rewards vouchers.
- Extensive L&D Programme that offers fully accredited certification in areas such as Prevent/Safeguarding and Mental Health Awareness.
- Mears Amazing Employee Awards
- Subsidised Eye Tests and cost towards glasses for DSE use
- Employee Networks and Sub-Forums
As part of the recruitment process for this role, we will carry out a Background, Identity, Security clearance & BPSS check. For these checks to be completed, we will require from you the relevant identification, including Proof of Address, References, a valid passport and proof that you have lived in the UK for the last 5 years.
Apply below or to discuss your application further; contact:
Beth Dunford ((url removed))
If you need any help with your application process, we are here to support you. We will be accessible every step of the way.
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 are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we 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 their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.
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