Customer Success Advisor

As a Customer Success Advisor, you will be working alongside Tower Hamlets Borough Council in our Social housing background, providing a stable and profitable contract, delivering excellent service and support through our local teams, who understand the importance of working together for the local community. A Customer Success Advisor within our Tower Hamlets branch will support and manage one client of low complexity. To work closely with our four customer groups (clients, colleagues, residents, and wider communities) to ensure requirements are fully implemented & we outperform against customer & contractual needs. To help to protect and enhance the Mears brand, positioning Mears as a socially responsible business, a leading provider of housing services with care & a great place to work.

• To manage all customer feedback and insight on the contract, primarily 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 successfully support actions, through insight, to deliver contractual customer KPI's
• Supported by the central team, represent Customer at the local SMT and attend/hold customer performance meetings/client core group meetings
• To support customer engagement through Your Voice and resident forums
• To support activities to embed Group approach to Red Thread
• To support effective communications in branch, promoting positive stories
• Supported by the central team, deliver MAPD training across the contract
• To maintain good relationships with the client, local community and related associations, governing bodies and third parties
• Supported by the central team, deliver Group Customer induction to all colleagues on the contract
• To support retention/achievement of accreditations and awards when asked
• Ensure all customer related systems, policy, process and procedures are fully adhered to across the contract
• Attend Customer Success team meetings and forums as required, 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
  
  Customer service focused.
• IT literate especially Microsoft
• Ability to deal with challenges and complaints.
• Excellent Written and Verbal communication skills
• Ideally experience within the social housing background
All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.

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., 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 before commencement of employment.