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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 Gillingham. As a key member of our Medway contract team, you will play a vital role in delivering exceptional customer service and contributing to our social value activities.

Key Responsibilities
  • Manage customer feedback and insight on the contract, ensuring timely resolution of complaints and adherence to our Group approach and policy.
  • Utilize business and client systems to log, update, and process customer information accurately and efficiently.
  • Act as contract champion, coordinating social value activities and ensuring their successful implementation.
  • Manage actions to deliver contractual customer KPIs, representing the customer at contract SMT meetings and attending client core group meetings.
  • Conduct contract reviews to ensure KPIs are met, compliance with agreed policies and procedures is maintained, and continuous improvement is supported.
  • Manage customer engagement through Your Voice and resident forums, promoting positive stories and experiences.
  • Embed the Group approach to Red Thread, ensuring its effective implementation across the contract.
  • Deliver MAPD training across the contract, maintaining strong relationships with clients, local communities, and related associations.
  • Support local bid and mobilization opportunities, ensuring the retention and achievement of accreditations and awards.
  • Ensure all customer-related policies, processes, and procedures are fully embedded and adhered to across the contract.
Requirements
  • Previous customer service experience, with a recognized customer or business qualification.
  • IT literacy, excellent communication skills, and a customer-focused approach.
  • Full UK driving license, ability to build relationships, and manage complex situations.
  • Strong influencing and negotiation skills, with experience in social housing an advantage.
What We Offer
  • 25 days annual leave plus bank holidays.
  • Annual Mears Fun Day, a massive thank you from the Executive team for all the hard work.
  • Volunteering Leave, supporting employees to undertake paid volunteering in the community.
  • Staff perks with Mears Rewards, discounts on weekly groceries, holidays, eye test vouchers, and more.
  • Family-friendly policies, company vehicle, fuel card, and uniform.