Customer Success Manager

Customer Success Manager

Location: Caerphilly

Contract Type: Hybrid role. Full-time, 12-month FTC

Salary up to £35,000 PA

Do you want to help us delivery great service and make a lasting difference to customers and communities? Celtic Horizons is a forward-thinking organisation committed to enhancing the lives of our communities and customers, and we’re looking to recruit a Customer Success Manager! We take pride in delivering an outstanding service to our customers, ensuring their homes are safe, comfortable and well-maintained. We deliver over 35,000 annual repairs, Void refurbishments and planned upgrades, Celtic Horizons also delivers estate services for United Welsh, including gas servicing, grounds maintenance, cleaning and facility management.

Celtic Horizons was the first wholly owned subsidiary of its kind formed by United Welsh who have entered into a partnership with Mears Group. Celtic Horizons care for over 6500 properties spanning over 11 local authority areas in South Wales

About the Role

We’re looking for a motivated and customer-focused professional to join our team as a Customer Success Manager, leading the delivery of an exceptional customer experience across our Celtic Horizons contract in partnership with United Welsh.

This is a hybrid position with the intention that the successful candidates will be working from home and in branch at our Caerphilly office. If the business requires, you may be needed on site at our properties which cover Cardiff, Aberdare, Bargoed, Blackwood and Glamorgan to name a few.

In this pivotal role, you’ll take ownership of tenant feedback, satisfaction KPIs, and complaints management, ensuring every insight directly informs and improves the way we deliver our services. You’ll be at the heart of strengthening communication with tenants and stakeholders, driving a culture of transparency, accountability, and continuous improvement.

Working collaboratively with clients, internal teams, and local communities, you’ll champion customer and community engagement through resident forums and feedback channels, promoting open dialogue and celebrating positive outcomes. You’ll proactively engage with tenants before and after repairs to monitor satisfaction, address concerns, and identify opportunities for service enhancement.

As a Social Value Champion, you’ll help design and deliver initiatives that make a real difference in the communities we serve. You’ll also support the development and delivery of training and induction programmes, ensuring our customer-first ethos is consistently embedded across all teams.

This is an exciting opportunity for someone passionate about customer experience to influence service design, shape tenant-focused projects, and drive improvement in line with regulatory and strategic priorities.

Role Criteria

• Proven experience in customer experience, tenant engagement, or complaints management, ideally within housing, facilities management, or a related service environment.
• Excellent communication and relationship-building skills, with the ability to engage confidently with clients, tenants, and colleagues at all levels.
• Strong analytical and problem-solving abilities, with experience using data and insight to drive service improvements and monitor KPIs.
• A proactive and empathetic approach to customer service, with the confidence to manage sensitive issues and influence positive outcomes.
• Experience designing or supporting social value and community engagement initiatives.
• A collaborative mindset and a passion for continuous improvement and innovation.
• Confidence in delivering training or presentations to diverse audiences.
• Full, UK driving license to access our properties around Wales

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

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 Background, Identity & Security checks before commencement of employment

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.