2 Customer Service Advisor

## About the role As our next Customer Service Advisor, you'll be the reassuring voice on the other end of the line. Whether it's answering questions, easing concerns, or resolving disputes, you'll help people feel heard, supported, and confident every step of the way. Forget long lists, here's what you'll actually spend your time on: - Handling calls and emails from homeowners, from quick queries to more complex complaints. - Investigating concerns, gathering information from both sides, and resolving issues fairly. - Owning cases from start to finish, keeping communication clear and consistent throughout. - Working with other teams to resolve escalations or identify legal risks when needed. - Spotting ways to improve the process, whether it's simplifying guidance, updating FAQs or reducing repeat contacts. ## Requirements It's not about ticking every box. It's about turning up curious, ready to crack on. You'll do well here if you bring: - Skilled customer service experience, ideally with a focus on complaint resolution. - Confidence in handling tricky conversations with care and empathy. - A clear, calm and compassionate communication style, both written and verbal. - Strong critical thinking and problem-solving skills. - Excellent organisational skills - able to juggle cases and deadlines with ease. - Familiarity with GSuite tools and support platforms like Salesforce Service Cloud. ## What we offer We believe great work deserves great rewards. Here's just a taste: - Competitive salary + bonus - Employee Share Programme - Health, well-being and learning support - Gym membership, Smart Tech Scheme and Cycle Scheme - Birthday/Special day leave - Buy & sell holiday scheme - 1 week's paid charity leave and much more! ## How we'll get to know each other - Screening call with one of our Talent Acquisition Partners - 1st stage interview with one of our Associate Managers, Homeowner Support & Homeowner Support Senior Specialist ## About the company We're Checkatrade – the UK's leading platform for finding a tradesperson. With more than 50,000 trades listed and over 6 million reviews, we help homeowners get jobs done right and help tradespeople grow their business. We're growing fast, with big plans to become the go-to brand for home improvements. If you care about great work, take pride in the details, and want to make an impact, you'll fit right in.