Customer Success Co-ordinator
5 months ago
Customer Success Co-ordinator
Gillingham
Full Time Permanent.
Salary up to £29,800 per annum, plus, company car allowance.
42.5 hours per week Monday – Friday
We are the largest provider of repairs and maintenance, and regeneration services across the UK. Mears provide tailored rapid-response and planned maintenance services through partnering arrangements with more than 70 local authorities, Arm’s Length Management Organisations and Housing Associations.
About the role
We’re looking for a full time Customer Success Co-ordinator to support our Medway contract to deliver an exceptional customer service and give something back to our communities through social value activities
As a minimum, you’ll have a recognised customer or business qualification, be educated to A level standard or above and have current experience working in a customer led role.
Duties
To manage all customer feedback and insight on the contract, including customer complaint resolution, in line with the Group approach and policy Accurately use business and/or client systems to log, update and process in a timely manner To act as contract champion and coordinate all social value activities. To successfully manage actions, through insight, to deliver contractual customer KPI’s To represent Customer at the contract SMT and attend client core group meetings Conduct contract review to ensure KPI’s are being met, compliance against agreed policies & procedures & support continuous improvement To manage customer engagement through Your Voice and resident forums To manage activities to embed Group approach to Red Thread To manage effective communications in branch, promoting positive stories To deliver MAPD training across the contract To maintain strong relationships with the client, local community and related associations, governing bodies and third parties To support all local bid and mobilisation opportunities To deliver Group Customer induction to all colleagues on the contract To 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 forumsRole Criteria:
Previous customer service experience IT literate Excellent communication skills Customer focused Full UK Driving licence Ability to build relationships Ability to manage complex situations Strong influencing and negotiation skills Ideally have experience of working in social housingAll our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.
Benefits we can offer you
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-
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