Customer Success Manager

About the role

The Customer Success Manager is a key role to manage customer and colleague engagement within our contract. 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, delivering training, 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 a recognised customer or business qualification, be educated to A level standard or above and have current experience working in a customer led role. Principle Accountabilities: Lead and oversee complaint management, ensuring issues are resolved effectively, fairly, and within agreed timescales. Manage and drive Community Investment and Social Value activity in line with contract and client expectations. Work closely with the Contract Lead to embed the Mears approach to customer experience, engagement, and social impact, taking account of specific client and contract requirements. Conduct monthly customer and contract performance reviews, ensuring KPIs are met, compliance with agreed policies and procedures is maintained, and opportunities for continuous improvement are identified. Ensure all customer‑related policies, processes, and procedures are clearly defined, embedded, and consistently adhered to across the contract. Accurately use business systems to log, update, track, and manage customer interactions in a timely and professional manner. Build and maintain strong working relationships with clients, partners, local communities, governing bodies, associations, and third‑party stakeholders. Manage effective customer and client communications, including the promotion of positive stories and outcomes. Deliver bespoke customer training and induction programmes for all contract colleagues to ensure a consistent customer‑focused approach. Embed learning from feedback, complaints, and performance reviews through action plans to drive continuous improvement across the contract. Role Criteria: Experience in the above duties Previous customer service experience IT literate Experience in compliant handling Experience in overseeing customer engagement events Line Management experience Excellent communication skills Strong presentation skills, attendance at internal and external meetings Customer focused Full Driving licence Ability to build relationships Ability to manage complex situations Strong influencing and negotiation skills Ideally have experience of working in social housing with a good understanding of repairs and maintenance 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 £4,500 car allowance 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, valui