Customer Success Coordinator

19 hours ago

Gillingham, Kent, United Kingdom Mears Full time

About Mears


We are the largest provider of repairs and maintenance, and regeneration services across the UK. Our services are tailored to meet the needs of our clients and their customers.



About the Role


This is an exciting opportunity to join Mears as a Customer Success Coordinator and support our Medway contract. As a Customer Success Coordinator, you will play a key role in delivering exceptional customer service and contributing to our social value activities.



Key Responsibilities



  • Manage all customer feedback and insight on the contract, including customer complaint resolution, in line with the Group approach and policy
  • 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
  • Manage actions to deliver contractual customer KPIs
  • Represent Customer at the contract SMT and attend client core group meetings
  • Conduct contract review to ensure KPIs are being met and compliance against agreed policies & procedures
  • Manage customer engagement through Your Voice and resident forums
  • Embed Group 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
  • Ideal experience of working in social housing


Benefits



  • 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


About Us


Mears is a leading provider of repairs and maintenance services across the UK. We are committed to delivering exceptional customer service and contributing to our social value activities.



Why Join Us


As a Customer Success Coordinator with Mears, you will have the opportunity to work with a talented team, develop your skills and experience, and contribute to our mission to deliver exceptional customer service and social value activities.

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