Annual salary: up to £46,000.00

Customer Success Manager

Location: Coatbridge

Contract: Permanent / Full Time / 40hrs a week 08:00 – 16:30

Salary: £46,000 per annum, plus £4500 car allowance and great company benefits.

Mears have continued investment in the North Lanarkshire community for the long-term. We have a commitment to deliver excellent services to residents, whilst bringing community and training benefits to the North Lanarkshire community in a sustainable way.

Our approach prioritises where we can have the greatest impact and supports a culture that fully integrates sustainability and purpose beyond profit. This is underlined by our strategy, which through robust, ethical and transparent practices is built upon.

About the role:

The Customer Success & Community Impact Manager is a highly visible leadership role responsible for improving customer outcomes, leading an administration team, and delivering meaningful community impact across North Lanarkshire.

The successful candidate will act as the voice of the customer within the business, ensuring complaints and claims are effectively managed while maintaining a strong focus on community partnerships, fundraising, charitable engagement and community improvement projects.

You'll lead customer experience and community engagement initiatives, managing complaints and service improvements while delivering meaningful social value projects. Working closely with community partners, charities and stakeholders, you'll build lasting relationships that benefit local communities. You'll also lead a planning and administration team, using performance insights to drive continuous improvement and operational excellence.

Key Responsibilities:

Lead customer complaints, escalations and claims, driving excellent customer outcomes and continuous improvement.
Analyse customer feedback and performance data to identify trends, improve satisfaction and support service recovery.
Deliver community improvement projects and measurable social value initiatives that positively impact local communities.
Build and maintain strong relationships with community groups, charities and key stakeholders, including managing fundraising activities and partnerships.
Lead and develop a planning and administration team, fostering a high-performance culture, accountability and service excellence.
Ensure effective scheduling and administrative support for operational teams.
Review performance trends, identify improvement opportunities and support operational managers in resolving recurring issues.

Key Criteria:

Previous Customer Success/Service experience
IT literate
Experience in complaint handling
Experience in overseeing customer engagement events
Line Management experience
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 with a good understanding of repairs and maintenance

Benefits:

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
Car allowance

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

To drive a Mears vehicle, you must be aged over 21 have held your licence over 3 months and have less than 9 points.

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:

Vickie Rudge (Vickie.Rudge@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.

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