Annual salary: up to £25,000.00 Customer Success Advisor Manchester Full Time Role Office based in Manchester – Devonshire Street North Salary up to £25,000 PA Hours 40 per week, 8.30pm to 5.30pm, Monday to Friday Are you passionate about meeting customers’ needs? When things go wrong, do you want to make it right and leave a lasting impression? Do you want to support people to live well in their homes and communities? Do you care about giving customers a voice and making improvements to our service? Mears Living, part of the Mears Group is a Registered Social Housing Provider of quality homes and services across the country. Our aim is to ensure that people live well in those homes and communities and achieve their full potential. About the Role: This role is to support the increased activity in managing customer feedback and satisfaction, social value, and customer engagement. We need a passionate individual who is committed to working closely with our customers and partners to ensure requirements are fully implemented and to help protect and enhance the Mears Living brand. Developing strong working relationships with our customers is essential to provide key support and advice as required. You will acknowledge positive comments, investigate complaints, and put things right, suggest ways for improving our service and encouraging our customers to get involved and have their say. Good communication and interpersonal skills are essential. Accountabilities To manage all customer feedback and insight for Mears Living, primarily customer complaint resolution, in line with our policy Accurately use business systems to log, update and process feedback in a timely manner To act as customer champion and support all social value activities and customer engagement. To successfully support actions, through insight, to deliver contractual customer KPI’s. To support customer engagement and resident forums To maintain good relationships with our clients, local community and related associations, governing bodies and third parties Ensure all customer related systems, policy, process, and procedures are fully adhered to. Attend Customer Success team meetings and forums as required. Role Criteria Customer service focused. IT literate especially Microsoft Ability to deal with challenges and complaints. Excellent written and verbal communication skills Ability to work in a team and to get on with a wide range of people. Ability of meet deadlines, targets and prioritise workload. Ideally experience within the social housing background would be an advantage. All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship. 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 To apply, follow the link below or to discuss your application further please contact Lauren at lauren.bellinimearsgroup.co.uk Mears Group is a Disability Confident employer and recognises our people as our greatest asset, we hire individuality, recognising and valuing everyone is individual and ensuring equal access to opportunities for all regardless of social economic background or individual make up. Candidates should be aware that all our roles are subject to relevant DBS/Security checks before commencement of employment. To work in this area of the business, you need to have lived and worked in the UK for the last 5 years to pass all our security checks We are the people behind the smile At Mears we look for people who share our vision and values - to make a positive difference to the communities we serve. We do this by improving homes, improving communities and improving lives. We are proud of our business and the opportunities we provide to colleagues working across the UK. Our Values - Customers / Innovation / Teamwork / Responsibility