Customer Success Co-ordinator

Customer Success Co-ordinator

Hammersmith and Fulham

Full Time, Permanent - Up to £36,500 per annum

We’re looking for a full time Customer Success Co-ordinator to support our Hammersmith and Fulham 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.

Of course, you’ll already be customer focused, passionate about service, a confident communicator, active in your local community and have attention to detail.  You’ll also be used to positively influencing others, delivering training, working to regulatory requirements (in our case with the Housing Regulator and Housing Ombudsman) and working to meet key performance indicators to provide a high-quality service,

In return, you’ll receive a competitive salary, great benefits (including buying extra holidays and long service recognition) and career progression, as far as you’d like to go.

A career with Mears Group means putting people and customers at the heart of what you do, every day. Our culture is built on what we call our ‘Red Thread’ – the common values we share that make us what we are. Because, as a team and a company, we’re better when we work together.

Our promise to you

Joining our team, you can expect:

• Great maternity and paternity, annual leave and sick pay
• A focus on wellbeing for all our colleagues
• Two volunteering days per year
• An opportunity to join our Sharesave scheme
• Access to discounts and savings through Mears Rewards
• 25 days annual leave plus bank holidays

Why work for us?

• At Mears there are lots of opportunities to grow your career wherever you live in the UK - we work across repairs & maintenance, housing management, Care, Facilities Management and have dedicated business support functions
• We are a Sunday Times Best Big Company to work for
• We have a dedicated Learning and Development function to help you learn and progress your career

Principle Accountabilities:

• The Customer Success Co-ordinator will work closely with the contract lead to embed the Mears Group approach to customer experience, engagement, red thread and social impact, taking account of specific client and contract requirements
• Conduct monthly customer contract performance reviews to ensure KPI’s are being met, compliance against agreed policies & procedures & support continuous improvement
• Ensure all customer related policy, process and procedures are fully embedded and adhered to by the contract
• Accurately use business and client systems to log, update and process customer within a timely manner
• Build and maintain strong relationships with the client, local community and related associations, governing bodies and third parties
• Manage customer engagement through local resident forums, linking to Group Your Voice programme
• Manage effective customer/client communications, promoting positive stories  
• Support the contract in delivery of social value activities inline with contract requirements
• Manage effective customer communications
• Deliver bespoke Customer Training and induction training to all contract colleagues

Role Criteria:

• Previous customer service experience
• IT literate
• Excellent communication skills
• Customer focused
• Ability to build relationships
• Ability to manage complex situations
• Strong influencing and negotiation skills
• Ideally have experience of working in social housing with a good understanding of repairs and maintenance.

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship

To apply, follow the link below or to discuss your application further please contact Laura Bourne on Laura.bourne@mearsgroup.co.uk

Mears Group is a Disability Confident employer and recognises our people as our greatest asset, we hire individuality, recognising and valuing everyone is individual and ensuring equal access to opportunities for all regardless of social economic background or individual make up.

Candidates should be aware that all our roles are subject to relevant DBS/Security checks either before or upon commencement of employment.