Customer Success Co-ordinator

Customer Success Coordinator

Location: Ealing

Full Time Permanent

Salary £36,000 per annum  

40 hours per week (8-5 Monday -Friday)

An opportunity has arisen to join Pyramid Plus as the Customer Success Coordinator.

Pyramid Plus is a joint venture between A2Dominion and Mears working alongside A2Dominion to provide a range of services including responsive repairs and maintenance across approximately 44,000 properties. 

About the role

Reporting into and providing support to the Customer Success Manager the Customer Success Coordinator is a key role working in customer and colleague engagement.

You’ll already be customer focused, passionate about service, a confident communicator, active in your local community and have attention to detail.  You’ll be used to positively influencing others, working to regulatory requirements (in our case with the Housing Regulator and Housing Ombudsman) and support the Customer Success Manager  working to meet key performance indicators to provide a high-quality service, providing residents with a positive customer experience whilst giving something back to our communities through social value activities.

As a minimum, you’ll have an experience working in a customer led role.

Principle Accountabilities:

• Assist the Customer Success Manager in providing excellent service to our clients and our customers.  Support investigation of complaints across Pyramid Plus, monitoring promised commitments made to our customers and ensuring these are adhered to through to completion.
• Support use of customer feedback and insight on the contract, primarily customer complaint resolution, in line with the business approach and policy
• Accurately use business and/or client systems to log, update and process customer data and complaints  in a timely manner
• Take ownership of customer feedback that could potentially progress to a Stage 1 Complaint, having the initiative and confidence to speak directly with customers to mitigate such escalations. 
• Ensure all customer related policies, processes and procedures are fully embedded and adhered to by the contract, and highlight any breaches of such policies directly to the Customer Success Manager.
• Build and maintain strong relationships with the client/partner, operational and office based colleagues, local community and related associations, governing bodies and third parties, thus promoting a “working together” attitude.
• Support operations and operational colleagues to ensure identified learning actions are embedded to drive improvement in service delivery and further improve the customer experience
• Support effective customer/client communications, promoting positive stories  
• Support the contract in delivery of social value activities in line with contract requirements
• Support effective customer communications

Role Criteria:

• Previous customer service experience
• IT literate
• Excellent communication skills
• Strong presentation skills, attendance at internal and external meetings
• Customer focused
• Full Driving licence
• Ability to build relationships
• Ability to manage complex situations
• Strong influencing and negotiation skills
• Ideally have experience of working in social housing

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

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

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% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
• Family friendly policies

Required Qualifications:

Apply below or to discuss your application further; contact:

If you need any help with your application process, we are here to support you. We will be accessible every step of the way.

At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.

We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.

In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.