Customer Success Advisor

Mears; Dartford; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

25 days annual leave

Annual Mears Fun Day

Volunteering Leave

Staff perks with Mears Rewards

Family friendly policies

Job summary

Mears is looking for a Customer Success Advisor to join our Dartford team. You will support our social housing contract by delivering excellent service and customer care through local teams, acting as a positive face for the company on a daily basis.

You will handle complaints, resolve queries, and log interactions in our system. The role emphasizes proactive communication, community focus, and building strong relationships across the business.

Qualifications

• Experience handling complaints across channels.
• Strong communication with customers and colleagues.
• Empathetic, calm under pressure, and detail-oriented.

Responsibilities

• 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

Skills

Complaint handling

Interpersonal skills

Written and verbal communication

Attention to detail

Job description

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 Experience