Customer Success Advisor

Mears Group; Dartford; Remote; GBP 29,000 - 36,000; Full time

Benefits offered by this job

25 days annual leave

Volunteering Leave

Staff rewards

Family friendly policies

Job summary

Mears Group in Dartford is seeking a Customer Success Advisor to join our social housing contract. You will be the frontline point of contact, delivering excellent service, resolving queries, and logging interactions in our system while supporting customers and local teams.

This full-time permanent role offers a salary up to £32,340 per annum, 42.5 hours per week, and benefits including 25 days holiday plus bank holidays, volunteering leave, and staff rewards.

Qualifications

• Experience in customer service or contact centre environments.
• Strong communication skills, written and verbal.

Responsibilities

• Be the first point of contact for complaints across channels.
• Resolve queries and diagnose situations with care and accuracy.
• Log interactions in the bespoke system and provide admin support.
• Meet SLAs and performance targets while building relationships.

Skills

Customer Service

Job description

Customer Success AdvisorThis website uses cookies so that we can provide you with the best user experience. To read more about the cookies we use and to change your settings please review our cookies policy.# Mears Careers## Customer Success AdvisorApply: Kent: Full time: Posted Today: REQ0039907Annual salary: up to £32,340.00**Customer Success Advisor****Location: Dartford****Contract: Full Time Permanent****Salary up to £32,340 per annum****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 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 are seeking a Customer Success Advisor to join our team in Dartford. 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. As a Customer Success Advisor, 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. **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**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% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more.* Family friendly policies **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.** Required Qualifications:Customer Service ExperienceApply below or to discuss your application further; contact:Laura Bourne ([e-mail])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.