Customer Success Co-ordinator

Mears Group; London; On-site; GBP 27,000; Full time

Job description

Are you a service driven customer focused professional with a genuine interest in social value?

If so, we have an exciting new role for a high calibre Client Customer Success Coordinator.

This is a permanent position located in Islington, London, offering a Salary of £26,370 + some great company benefits.

The Role

Due to a period of organic growth, this new role has been formed as part of a recent group Customer structure review and group decision to redeploy resource locally to meet client and contractual needs. The Customer Success Coordinator will manage customer service elements of the contract relating to complaints, customer experience, and social value.

How will the role look and feel?

The purpose of the new role will be predominantly to manage one client of medium complexity.

Working closely with our four customer groups (clients, colleagues, residents, and wider communities) to ensure requirements are fully implemented and we outperform against customer and contractual needs.

As a result, we aim to help to protect and enhance the Mears brand, positioning Mears as a socially responsible business, a leading provider of housing services with care, and a great place to work.

What will the role involve:

You will manage all customer feedback and insight on the contract, including customer complaint resolution, in line with the Group approach and policy. You will accurately use business and/or client systems to log, update, and process in a timely manner, act as contract champion, and coordinate all social value activities.

You will represent Customer at the contract SMT and attend client core group meetings, deliver MAPD training across the contract while maintaining strong relationships with the client, local community, related associations, governing bodies, and third parties.

Key to the role is delivering Group Customer induction to all colleagues on the contract and supporting retention/achievement of accreditations and awards when asked.

What are we looking for?

We are looking for a candidate with a strong customer ethos, with the ability to understand and implement standards that meet client and service expectations. Key to this role is the commercial experience and ability to build effective relationships. Manage complex situations, partnership collaborative working, and be a strong team leader. You will need to have the tenacity to manage multiple projects in a high volume and rapidly changing environment.

• Relevant experience working within a service-led environment
• Experience working with CRM systems, MS Word, PowerPoint, and Excel
• Proven track record managing customer contacts
• Strong training & coaching skills
• Ability to build effective relationships at all levels
• Ability to implement tactical plans
• Ability to communicate professionally and transparently
• Ability to manage complex situations
• Strong communicator at all levels – attentive listener
• Able to handle multiple tasks in a high volume, rapidly changing environment
• Flexible approach to support objectives and goal delivery as required
• Hold a current valid driving licence

About Mears

We recognize our people as our greatest asset. Our customer service delivery is our key differentiator. We invest heavily in training our people and are committed to providing them with the skills and equipment to deliver a great service. We measure our performance to drive further improvements. We have recently celebrated our 30th anniversary, and although our business has changed over the years, all Mears colleagues are still bound by a common set of behaviors, we call this the Red Thread, and it runs in our DNA. Mears colleagues are motivated, they have high standards, they are proud role models, they are customer-focused, and are empowered to do the right thing.

• Competitive salary of up to £26,370 (dependant on experience) + great benefits
• Be part of a friendly and dedicated team, with excellent training and development opportunities
• Mears offers a company pension, life insurance, and share scheme. Sharesave is a simple way of saving money direct from your salary for 3 years, to buy Mears Group PLC (Mears) shares at a price that is fixed and discounted at the outset
• Employee Assistance Programme
• Staff perks with Mears Rewards - discounts of up to 10% on coffee, weekly groceries, holidays, and more
• Volunteering Leave - Mears supports employees to undertake volunteering in the community, in support of our social value commitment
• Maternity and paternity packages to ensure you get to spend time with your loved ones!
• Use and access to the latest technology.
• Mears is committed to a policy of equality and diversity, and positively welcomes applications.

About the company

Mears Group plc is a housing and social care provider.