Resident Experience & Resolution Specialist

Mears Group PLC

Milton Keynes

On-site

GBP 25,000 - 31,000

Full time

41 hours ago

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Benefits offered by this job

25 days annual leave

Annual Mears Fun Day

Volunteering Leave

Mears Rewards discounts

Family friendly policies

Job summary

Mears Group PLC in Milton Keynes is seeking a Customer Success Advisor to manage complaints and queries, ensuring timely communications and effective solutions throughout the repairs journey. The office-based role requires collaboration with operational teams to deliver excellent customer outcomes.

The role emphasizes handling complex customer issues, building relationships with residents and clients, and maintaining high service standards.

Qualifications

Experience handling customer complaints and complex enquiries.
Ability to remain calm, professional and solution-focused in challenging situations.
Experience in customer service, housing, maintenance or service environment desirable.
Sound judgement and the confidence to balance customer needs in decisions.
Strong written communication skills, including drafting responses and investigations.

Responsibilities

Be the first point of contact for complaints across all channels.
Resolve queries, diagnose situations, and process requests with care and accuracy.
Log and manage customer interactions in the bespoke system.
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 satisfaction results.