Job Overview
Location
Gloucester - Remote
Job Type
Full-time
Category
Customer Success
Date Posted
July 4, 2026
Full Job Description
đź“‹ Description
- • Serve as the primary point of contact for customer success and social value initiatives across Central Government contracts, ensuring alignment with client objectives and service standards.
- • Oversee and analyse customer feedback through digital engagement platforms, producing monthly reports that identify trends, gaps, and opportunities for service improvement.
- • Champion social value activities by developing, tracking, and reporting on initiatives that deliver measurable community and societal impact in line with government contract requirements.
- • Own the development and implementation of the customer excellence strategy, integrating customer engagement efforts with social value outcomes to drive holistic service improvement.
- • Build and maintain strong, trust-based relationships with key stakeholders including clients, service users, landlords, local authorities, and internal operational teams.
- • Analyse KPIs, audit results, and customer feedback data to pinpoint performance gaps and recommend actionable improvements to operational teams.
- • Represent the customer success function at senior-level client meetings, contract reviews, and stakeholder engagements, presenting insights and strategic recommendations.
- • Develop and deliver customer induction programmes and ongoing training for colleagues to ensure consistent application of customer policies and service standards across all contracts.
- • Support contract bidding, mobilisation, and accreditation processes by providing customer insights, case studies, and evidence of service excellence.
- • Promote positive customer stories and create compelling case studies to enhance the organisation’s reputation and support business development efforts.
- • Ensure all customer policies, procedures, and compliance requirements are consistently applied across all UK-based contracts and service delivery points.
- • Manage multiple priorities in a fast-paced environment while maintaining accuracy, attention to detail, and adherence to deadlines.
- • Utilise advanced skills in CRM systems, Microsoft Excel, Word, and PowerPoint to manage data, generate reports, and present findings to internal and external stakeholders.
- • Maintain flexibility to travel regularly across the UK as required to support client engagements, site visits, and stakeholder meetings.
- • Collaborate with cross-functional teams to embed customer feedback loops into service design and operational planning.
- • Contribute to continuous improvement by identifying best practices and scaling successful initiatives across multiple contracts and regions.
🎯 Requirements
- • Educated to A Level standard or equivalent
- • Experience in insight survey analysis and producing customer feedback reports
- • Background within a service-led environment
- • Advanced skills in CRM systems, Microsoft Word, Excel, and PowerPoint
- • Proven experience managing customer interactions and engagement
- • Full UK driving licence
🏖️ Benefits
- • 25 days annual leave plus bank holidays
- • Annual Mears Fun Day organised by the Executive team
- • Volunteering Leave with paid time off for community service
- • Staff perks through Mears Rewards including up to 10% discounts on groceries, holidays, eye tests, and Share Save scheme
- • Access to EAP Counselling sessions
- • Family friendly policies
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Mears Group PLC
Mears Group PLC provides integrated housing, care, and support services to local authorities and registered social landlords across the UK. It delivers repairs, maintenance, and refurbishment for social housing, alongside accommodation-based and domiciliary care for older and vulnerable adults. The company operates through multiple regional contracts, combining construction expertise with care management to maintain and improve housing stock and to support independent living. Established in 1988 and headquartered in Gloucester, Mears manages over 20,000 properties and supports more than 75,000 service users annually, focusing on long-term partnerships and measurable social outcomes.
Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.
Newsletter
Weekly remote jobs and featured talent.
No spam. Only curated remote roles and product updates. You can unsubscribe anytime.
Similar Opportunities
Onhires Inc.
3 months ago
Acronis International AG
3 months ago
3 months ago
Planet Labs PBC
3 months ago