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Customer Success Coordinator

1 month ago

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

We are seeking a highly skilled Customer Success Coordinator to join our team at Mears. 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, utilizing business and/or client systems to log, update, and process information in a timely manner.
  • Act as contract champion and coordinate social value activities, ensuring successful management of actions to deliver contractual customer KPIs.
  • Represent the customer at the contract SMT and attend client core group meetings, facilitating effective communication and contract review to ensure KPIs are being met.
  • Conduct contract reviews to ensure compliance against agreed policies and procedures, supporting continuous improvement and embedding the Group approach to Red Thread.
  • Manage customer engagement through Your Voice and resident forums, promoting positive stories and delivering MAPD training across the contract.
  • Maintain strong relationships with the client, local community, and related associations, governing bodies, and third parties, supporting local bid and mobilisation opportunities.
  • Deliver Group Customer induction to all colleagues on the contract, ensuring all customer-related policy, process, and procedures are fully embedded and adhered to across the contract.
  • Attend all Customer Success team meetings and forums, contributing to the development of the team and the organisation.
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.
  • Ideal experience of working in social housing.
What We Offer
  • 25 days annual leave plus bank holidays.
  • Annual Mears Fun Day.
  • Volunteering leave.
  • Staff perks with Mears Rewards.
  • Family-friendly policies.
  • Company vehicle, fuel card, and uniform.