Customer Success Advisor
Location: Thurrock
Contract: Full Time Permanent
Salary up to £27,077.51 per annum
42.5 hours per week (8-5 Monday- Friday)
About the Role:
We are seeking a Customer Success Advisor to join our team. You will be working alongside Thurrock 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 Thurrock Branch you will positively represent Mears, working closely with the contract operational team and customers daily. Provide front facing support and advice as required and delivering proactive communication throughout the works life cycle. Putting the customer at the heart of everything we do; ensuring we meet the needs of the business, our clients, and our customers.
Role Criteria:
Be the first point of contact for complaints across all channels of communication
Resolve queries, diagnose situations, and process requests with care and accuracy
Use our bespoke system to log and manage customer interactions
Provide admin support for Customer & Communications tasks
Meet service level agreements and performance targets
Build strong relationships across the business
Create satisfaction by exceeding expectations
Experience in complaint handling
A natural communicator with great interpersonal skills
Calm under pressure, with a sharp eye for detail
Adaptable, empathetic, and customer-focused
Confident using new systems and multitasking effectively
Passionate about making a difference in diverse communities
Good communication skills, written and verbal
Basic knowledge of housing maintenance and call centre environments desirable but not essential
NVQ or GCSE in Maths & English (pass)
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:
Laura Bourne (laura.bourne@mearsgroup.co.uk)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.