Customer Success Advisor

About the role

We are looking for a Customer Success Advisor to join our team, working within a social housing environment on a stable and long‑term contract. The role is focused on delivering an excellent customer experience by working closely with our local operational teams, who understand the importance of collaboration and supporting the communities we serve. As a Customer Success Advisor, you will be a positive and professional representative of Mears, acting as a key point of contact for customers throughout the works lifecycle. You will work closely with the contract operational team on a day‑to‑day basis, providing front‑facing support, guidance, and advice, as well as proactive and clear communication at every stage. Putting the customer at the heart of everything we do, you will help ensure that service delivery meets the needs of the business, our clients, and our customers, contributing to positive outcomes and high levels of customer satisfaction. Day to Day duties: Be the first point of contact for complaints across all channels of communication Resolve queries, diagnose situations, and process requests with care and accuracy Use our bespoke system to log and manage customer interactions Provide admin support for Customer & Communications tasks Meet service level agreements and performance targets Build strong relationships across the business Create satisfaction by exceeding expectations Role Criteria Experience in Complaint handling A natural communicator with great interpersonal skills Calm under pressure, with a sharp eye for detail Adaptable, empathetic, and customer-focused Confident using new systems and multitasking effectively Passionate about making a difference in diverse communities Good communication skills written and verbal Basic knowledge of housing maintenance and call centre environments desirable but not essential 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 All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship. To drive a Mears vehicle, you must be aged over 21 have held your licence over 3 months and have less than 9 points. Candidates should be aware that all our roles are subject to relevant Background, Identity & Security checks before commencement of employment. Apply below or to discuss your application further; contact: Joe Monger (joe.monger@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.