Customer Success Co-ordinator

3M HEALTHCARE; Rotherham; On-site; GBP 29,000 - 36,000; Full time

Benefits offered by this job

25 days annual leave

Company car allowance

Volunteering Leave

Staff perks with Mears Rewards

Job summary

Mears Group in Rotherham is seeking a Customer Success Co-ordinator on a full-time permanent basis. You will work with local teams to deliver excellent service and support through contracts, prioritising the customer in every step of the works lifecycle.

Responsibilities include handling complaints, updating progress, and maintaining records, with emphasis on effective communication and stakeholder satisfaction across communities.

Qualifications

• Experience in a customer service office-based role.
• IT literate with ability to use standard office software.
• Strong written and verbal communication skills.
• Experience with the duties listed under roles.

Responsibilities

• Investigating and responding to customer complaints
• Analysing customer satisfaction results
• Keep tenants, clients, and internal teams updated
• Provide clear, timely updates throughout the works lifecycle
• Promote a positive customer experience and manage expectations
• Track customer-related KPIs (complaints, satisfaction, response times)
• Log and update customer interactions on systems accurately

Skills

Customer service

IT literacy

Communication skills

Problem solving

Relationship building

Flexibility

Education

NVQ/GCSE Maths & English

Job description

About the Role

Annual salary: up to £32,500.00Customer Success Coordinator Location: RotherhamContract: Full Time PermanentSalary up to £32,500.00 per annum + company car allowance42.5 hours per week (8-5 Monday- Friday)About the Role:We are seeking a Customer Success Co-ordinator to join our team. You will be working alongside Rotherham in our social housing background, providing a stable and profitable contract, delivering excellent service and support through our local teams, who understand the importance of working together for the local community.A Customer Success co-ordinator within our Rotherham contract. you will positively represent Mears, working closely with the contract operational team and customers daily. Provide front facing support and advice as required and delivering proactive communication throughout the works life cycle. Putting the customer at the heart of everything we do; ensuring we meet the needs of the business, our clients, and our customers.

Duties

• Investigating and responding to customer complaints
• Analysing customer satisfaction results
• Keep tenants, clients, and internal teams updated
• Provide clear, timely updates throughout the works lifecycle
• Promote a positive customer experience and manage expectations
• Track customer-related KPIs (complaints, satisfaction, response times)
• Help embed company approaches (e.g. customer strategy, social value, engagement programmes)
• Organise or support resident forums / engagement activities
• Act as the “voice of the customer” within the contract
• Build relationships with communities and stakeholders
• Log and update customer interactions on systems accurately
• Maintain records for audit/compliance
• Support reporting and data tracking
• Delivering customer related training

Key Criteria

• Previous experience in a customer service office based role
• IT literate
• Communication skills written and verbal
• Experience in the above duties
• 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
• NVQ or GCSE in Maths & English (pass)
• UK full driving licence

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.

Additional Information

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.