Customer Success Advisor

Customer Success Advisor

Annual salary: up to £26,528.31

Position Location:

Hybrid – Manchester office and home working

Contract:

Full Time, 12-month fixed term contract

Hours:

40 hours per week, Monday to Friday

You will support a key client by managing customer complaints from initial logging to resolution, providing insight, communication and continuous improvement. You will analyse trends, identify patterns and provide valuable insight to improve service delivery while maintaining strong relationships with customers and partners.

• Log and investigate customer complaints
• Liaise with internal departments, subcontractors and local authorities
• Provide clear and timely communication to customers
• Manage and track actions through to resolution
• Identify potential escalations and manage accordingly
• Analyse complaint trends and identify recurring issues
• Support delivery of customer KPIs through insight and reporting
• Maintain accurate records on internal and client systems
• Support customer engagement initiatives and forums
• Build and maintain strong relationships with clients and stakeholders
• Ensure compliance with all relevant systems, processes and procedures

• 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 with in housing or complaints handling is desirable

• 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 (usually a theme park such as Drayton Manor for employees in England)
• Volunteering Leave – paid volunteering in the community
• Staff perks with Mears Rewards – discounts up to 10% on weekly groceries, holidays, eye test vouchers, share save scheme, and 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) – chance to win recognition within the department and monthly/yearly rewards vouchers
• Extensive L&D Programme with 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

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.