Description:
We are seeking a Customer Success Advisor to join our team supporting a key client. This role is key in ensuring that customer feedback and complaints are effectively managed, with a strong focus on insight, communication and continuous improvement. You will play an important part in enhancing the customer experience and supporting the delivery of contractual commitments.
In this role, you will take ownership of customer complaints from initial logging through to resolution, working closely with internal teams, subcontractors and external stakeholders. You will analyse trends, identify patterns and provide valuable insight to improve service delivery while maintaining strong relationships with customers and partners.
- Logging and investigating customer complaints
- Liaising with internal departments, subcontractors and local authorities
- Providing clear and timely communication to customers
- Managing and tracking actions through to resolution
- Identifying potential escalations and managing accordingly
- Analysing complaint trends and identifying recurring issues
- Supporting delivery of customer KPIs through insight and reporting
- Maintaining accurate records on internal and client systems
- Supporting customer engagement initiatives and forums
- Building and maintaining strong relationships with clients and stakeholders
- Ensuring compliance with all relevant systems, processes and procedures
Key Criteria
- GCSE level education
- Extensive customer service experience
- Strong problem-solving ability
- Excellent written communication skills
- Good attention to detail
- Ability to remain impartial and provide objective analysis
- Strong interpersonal and communication skills
- Experience within housing or complaints handling is desirable
Mears Benefits
- Friendly, supportive and progressive work culture and environment.
- 25 days annual leave plus bank holidays
- Annual Mears Fun Day – Free day out for you, friends/family paid for by Mears in recognition of your hard work throughout the year – For employees in England, this is usually a theme park such as Drayton Manor.
- Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitments – do something worthwhile for a cause close to your heart.
- Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
- Employee Assistance Programme – Confidential support services for Mental and Physical wellbeing
- Mental Health First Aider Network – Confidential MHFA support and signposting.
- Employee of the Month Award (Departmental) – a chance to win recognition within the department as well as monthly/yearly rewards vouchers.
- Extensive L&D Programme that offers fully accredited certification in areas such as Prevent/Safeguarding and Mental Health Awareness.
- Mears Amazing Employee Awards
- Subsidised Eye Tests and cost towards glasses for DSE use
- Employee Networks and Sub-Forums