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Customer Success Coordinator

2 months ago

Gillingham, Kent, United Kingdom Mears Full time
About the Role

We are seeking a highly skilled Customer Success Coordinator to join our team in Medway. As a key member of our team, you will be responsible for delivering exceptional customer service and contributing to our social value activities.

Key Responsibilities
  • Manage customer feedback and insight on the contract, including customer complaint resolution, in line with our approach and policy.
  • Accurately use business and/or client systems to log, update, and process customer information in a timely manner.
  • Act as contract champion and coordinate all social value activities.
  • Successfully manage actions to deliver contractual customer KPIs.
  • Represent the customer at the contract SMT and attend client core group meetings.
  • Conduct contract review to ensure KPIs are being met, compliance against agreed policies & procedures, and support continuous improvement.
  • Manage customer engagement through Your Voice and resident forums.
  • Manage activities to embed our approach to Red Thread.
  • Manage effective communications in branch, promoting positive stories.
  • Deliver MAPD training across the contract.
  • Maintain strong relationships with the client, local community, and related associations, governing bodies, and third parties.
  • Support all local bid and mobilisation opportunities.
  • Deliver Group Customer induction to all colleagues on the contract.
  • Support retention/achievement of accreditations and awards when asked.
  • Ensure all customer-related policy, process, and procedures are fully embedded and adhered to across the contract.
  • Attend all Customer Success team meetings and forums.
Requirements
  • Previous customer service experience.
  • IT literate.
  • Excellent communication skills.
  • Customer focused.
  • Full UK driving license.
  • Ability to build relationships.
  • Ability to manage complex situations.
  • Strong influencing and negotiation skills.
  • Ideally have experience of working in social housing.
What We Offer
  • 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% off weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more.
  • Family friendly policies.
  • Company vehicle, Fuel Card, and Uniform.