Customer Success Advisor

Mears Group PLC; England; On-site; GBP 29,000 - 36,000; 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 Group in Dartford is seeking a Customer Success Advisor to support social housing contracts with front-line customer service and proactive communication. You will work closely with operations and customers daily, representing the company in a positive way and ensuring responsive, solution-focused support.

The role emphasizes delivering quality customer care, resolving issues, and maintaining service levels while contributing to community impact through collaborative teamwork and a

Qualifications

• Experience in Complaint handling.
• 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.

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

Communication skills

Calm under pressure

Customer focus

Multitasking

Empathy

Relationship building

Job description

Annual 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 Experience

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.