Customer Success Advisor

Mears Group; Milton Keynes; On-site; GBP 17,000 - 28,000; Full time

Benefits offered by this job

25 days annual leave

Volunteering Leave

Staff perks

Job summary

Mears Group in Milton Keynes is seeking a Customer Resolution Advisor to handle complaints and complex enquiries, ensuring timely communication and effective solutions throughout the repairs journey. This office-based role requires collaboration with operational teams and delivering excellent customer outcomes.

You will log interactions in a bespoke system, draft clear customer responses, and support daily customer and communications tasks while meeting service targets.

Qualifications

• Demonstrable experience handling customer complaints and complex customer enquiries.
• Strong written communication skills, including drafting customer responses and complaint investigations.
• Ability to remain calm, professional and solution-focused when dealing with challenging situations.

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
• Deliver high-quality customer outcomes and drive positive customer satisfaction results.

Skills

Customer complaints

Complex enquiries

Written communication

Calm under pressure

Education

Maths & English GCSE/NVQ

Tools

CRM system

Job description

Annual salary: up to £28,186.33.

Location: Milton Keynes.

Contract: Full Time Permanent.

Salary up to £28,186.33 per annum.

42.5 hours per week (8-5 Monday-Friday).

Closing date: 30/09/2026.

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, Arms Length Management Organisations and Housing Associations.

About the Role

We are seeking an experienced Customer Resolution Advisor to join our Milton Keynes team. This role is ideal for someone who enjoys resolving complex customer issues, handling complaints professionally and building positive relationships with residents, operational teams and clients. You will play a key role in ensuring customers receive timely communication and effective solutions throughout the repairs journey and understands the importance of working together for the local community. This is a fully office-based role, where close collaboration with operational teams and colleagues is essential to delivering excellent customer outcomes and ensuring a seamless customer experience. This role works closely with operational teams, managing customer enquiries and complaints, ensuring concerns are investigated, communicated and resolved effectively. You will build positive relationships with tenants, demonstrate sound judgement in challenging situations and help deliver excellent customer outcomes while maintaining high service standards.

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
• Deliver high-quality customer outcomes and drive positive customer satisfaction results.

Role Criteria

• Demonstrable experience handling customer complaints and complex customer enquiries.
• Ability to remain calm, professional and solution-focused when dealing with challenging situations.
• Strong written communication skills, including drafting customer responses and complaint investigations.
• Experience working within a customer service, housing, maintenance or service environment desirable.
• Sound judgement and the confidence to make appropriate decisions whilst balancing customer needs.
• A natural communicator 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.

Qualifications

NVQ or GCSEs in Maths and English (Pass)

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.

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.

We are the people behind the smile! At Mears we look for people who share our vision and values - to make a positive difference to the communities we serve. We do this by improving homes, improving communities and improving lives. We are proud of our business and the opportunities we provide to colleagues working across the UK. Our Values - Customers / Innovation / Teamwork / Responsibility

If you need any help with your application process, we are here to support you. We will be accessible every step of the way.