Annual salary: up to £36,000.00
Customer Success Coordinator
Location: Ealing
Full Time Permanent
Salary up to £36,000 per annum
40 hours per week (8-5 Monday - Friday)
An opportunity has arisen to join Pyramid Plus as the Customer Success Coordinator.
Pyramid Plus is a joint venture between A2Dominion and Mears working alongside A2Dominion to provide a range of services including responsive repairs and maintenance across approximately 44,000 properties.
About the role
Reporting into and supporting the Customer Success Manager, the Customer Success Coordinator is a key role working in customer and colleague engagement.
You’ll already be customer-focused, passionate about service, a confident communicator, active in your local community, and have attention to detail. You’ll be used to positively influencing others, working to regulatory requirements (in our case with the Housing Regulator and Housing Ombudsman), and working to meet key performance indicators to provide a high-quality service, providing residents with a positive customer experience whilst giving something back to our communities through social value activities.
As a minimum, you’ll have experience working in a customer-led role.
Principal Accountabilities:
* Support investigation of complaints across Pyramid Plus, monitoring promised commitments and outcomes through to completion.
* Support use of customer feedback and insight on the contract, primarily customer complaint resolution, in line with the business approach and policy.
* Accurately use business and/or client systems to log, update, and process in a timely manner.
* Support Community Investment/Social Value across Pyramid Plus.
* Ensure all customer-related policies, processes, and procedures are fully embedded and adhered to by the contract.
* Build and maintain strong relationships with the client/partner, operational and office-based colleagues, local community and related associations, governing bodies, and third parties.
* Support operations and operational colleagues to ensure identified learning actions are embedded to drive improvement in service delivery and further improve the customer experience.
* Support effective customer/client communications, promoting positive stories.
* Support the contract in delivery of social value activities in line with contract requirements.
* Support effective customer communications.
Role Criteria:
* Previous customer service experience.
* IT literate.
* Excellent communication skills.
* Strong presentation skills, attendance at internal and external meetings.
* Customer-focused.
* Ability to build relationships.
* Ability to manage complex situations.
* Strong influencing and negotiation skills.
* Ideally have experience of working in social housing.
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% on weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more.
* Family-friendly policies.
Required Qualifications:
Customer Service Experience, English
Apply below or to discuss your application further; contact:
Laura Bourne (laura.bourne@mearsgroup.co.uk)
Mears Group is a disability confident employer and recognises our people as our greatest asset. We Hire Individuality, recognising and valuing everyone as individual and ensuring equal access to opportunities for all regardless of social economic background or individual makeup.
To drive a Mears vehicle, you must be aged over 21, have held your license for over 3 months, and have less than 9 points.
Candidates should be aware that all our roles are subject to relevant DBS/Security checks before commencement of employment.
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