Customer Success Manager

Overview

Manage tenant experience, feedback, complaints, and community engagement for housing services.

Requirements

• community engagement
• customer experience
• training delivery
• driving licence
• analytical skills
• communication

What You Bring

-Experience designing or supporting social value and community engagement initiatives. -Proven experience in customer experience, tenant engagement, or complaints management, ideally within housing, facilities management, or a related service environment. -Confidence in delivering training or presentations to diverse audiences. -Full, UK driving license to access our properties around Wales -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.

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Benefits

-Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment. -25 days annual leave, plus bank holidays -Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more -Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!

About Mears Group Plc

-Rapid growth through acquisitions and organic expansion. -Specialist teams provide rapid-response and planned maintenance, refurbishment, boiler servicing, fire safety, and retrofitting services. -Delivers tailored care-with-housing schemes and manages tenancies, leaseholds, and emergency accommodation. -Builds affordable homes, handles capital works, and offers full lifecycle facilities management. -Strategic acquisitions have shaped its full-service housing platform.

Sector Specialisms

Visa Sponsorship

-no visa sponsorship offered; candidates must already have uk work entitlement.

Security Clearance

-relevant background, identity and security checks required before start.