Customer Success Specialist

Annual salary: up to £32,000.00

Customer Success Specialist

Location: Remote role with regular travel where required

Salary: £29,000 - £32,000 per annum depending on experience plus £4000 car allowance

Full time, 40 hours per week, Monday to Friday, 8.30am – 5pm.

We provide Housing Management services right across the UK. We work in partnership with Central and Local Government, registered providers, tenants, landlords and investors to find solutions to homelessness, provide more social and affordable housing and create specialist housing for people with care needs.

About the Role:

We are looking for a Customer Success Specialist to join our Central Government contracts team. This is an exciting new role, created to support the delivery of customer success and social value initiatives across key programmes. You will play a central role in enhancing customer experience, strengthening stakeholder relationships, and supporting continuous improvement across services.

In this role, you will work closely with a range of stakeholders including clients, colleagues, service users, landlords and communities. You will take ownership of customer engagement, analyse feedback and data, and help shape strategies that deliver meaningful change. You will also support performance improvement through insight, training, and collaboration with operational teams. You will support customer success and social value delivery across central government contracts, ensuring high standards of engagement and continuous improvement.

Key responsibilities include:

• Oversee and analyse customer feedback through engagement platforms, producing monthly reports and identifying improvements
• Act as contract champion for social value activities, ensuring alignment with client objectives
• Own and develop the customer excellence strategy, linking engagement and social value initiatives
• Build and maintain strong relationships with key stakeholders across all levels
• Analyse KPIs, audit results and feedback to identify and drive improvements
• Represent the customer function at senior meetings and client engagements
• Promote positive stories and develop case studies to support business initiatives
• Deliver customer induction and ongoing training programmes to colleagues
• Support contract bids, mobilisation, and accreditation processes
• Ensure customer policies and procedures are consistently applied across contracts

Role Criteria:

• Educated to A Level standard or equivalent
• Experience in Insight survey analysis and producing reports
• Background within a service-led environment
• Advanced skills in CRM systems, Microsoft Word, Excel and PowerPoint
• Proven experience managing customer interactions and engagement
• Strong training and coaching capability
• Excellent influencing and presentation skills
• Ability to build effective relationships at all levels
• Strong communication skills with the ability to manage complex situations
• Ability to manage multiple priorities in a fast-paced environment
• Flexible and adaptable approach to achieving objectives
• Full UK driving licence

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
• Access to EAP Counselling sessions

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

As part of the recruitment process for this role, we will carry out a Background, Identity, Security clearance & BPSS check. For these checks to be completed, we will require from you the relevant identification, including Proof of Address, References, a valid passport and proof that you have lived in the UK for the last 5 years.

Apply below or to discuss your application further; contact:

Beth Dunford (beth.dunford@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.