Customer Service Advisor

At Instapro (part of Angi®), we’ve had one simple mission for 30 years: get jobs done well. We make it happen by connecting homeowners with reliable pros who have the skills they need — and connecting pros with homeowners who have the jobs they want. Angi at a glance: A new homeowner turns to Angi every second Our network has 150,000+ skilled pros in 50+ service categories 150,000,000+ projects brought to Angi (and counting) Why join Angi: Angi® is defining the future of the home services industry, creating an environment where homeowners, service professionals and employees benefit from more jobs done well. For homeowners, our platform makes it easier than ever to find a skilled pro for repairs, renovations, and everything in between. For pros, we're a business partner who helps them find the work they want and grow their business. We believe home is the most important place on earth, and so we work hard for our homeowners and our pros — making a real impact on families, communities, and livelihoods. Angi is an amazing place to call home. We can’t wait to welcome you. We’re looking for a customer service advisor to join our Customer Operations Team in Gateshead. Our customer service advisors are on the front line at Instapro (Angi), making sure all users have a good experience using our platform. We help people resolve their issues, turning unhappy users into advocates and encouraging repeat use of our service. As a customer service advisor at Instapro (Angi), you will be providing exceptional customer service and support to all of our users - whether that’s helping a homeowner to post their job on the website, helping a tradesperson to get the most out of using our platform or providing advice and support to all users if something hasn’t gone to plan. We use a proactive approach by engaging with our customers through outbound calling. Your role includes the following: Supporting customers through outbound calling as they post their job on the website to help them to find the best tradesperson for their needs Offering guidance and support to new and established tradespeople, helping them to get the most from being a member of Instapro Retaining great tradespeople by thinking creatively and offering them exceptional support when they get in touch Handling complaints that often involve customers from both sides of our marketplace, giving users advice and support to guide them to a positive outcome Working with other teams across the business to develop and trial new approaches that further enhance the experience of our users Responding to questions and comments on social media or via review sites such as Trustpilot Requirements: You have 1-3 years of experience in a customer service environment. Outstanding communication skills. You enjoy talking to people, take pride in writing a great email, and know how to adapt your tone to suit each enquiry. You’re organised, able to prioritise your own workload, have excellent attention to detail and enjoy working in a fast paced environment. You enjoy a varied role, you’re flexible and able to quickly adapt as required by the needs of the business and our customers. You are confident and calm under pressure - you don’t shy away from difficult conversations. You use your empathetic approach and enhanced complaint handling skills to help your customers to find a positive solution. You have a positive outlook, bags of enthusiasm, are a natural team player and always able to smile at the end of a challenging day. Comfortable with technology. Able to quickly learn new applications and processes. Why You’ll Love Working With Us: At Instapro (Angi®), we hire people who are passionate, enthusiastic, and ready to make an impact. In return, we offer a range of fantastic benefits to ensure you feel valued and supported. Perks & Benefits: Work-Life Balance: Monday to Friday daytime hours—no evenings, no weekends Plus, benefit from a hybrid/remote work environment that lets you work from the comfort of your home, giving you the flexibility to manage your schedule and responsibilities with ease. (Tuesdays and Wednesdays in the office) Generous Hybrid & Commuting Allowance to help with transport costs. 33 Days Paid Holiday (including bank holidays) + an annual bonus leave day on your 5th, 8th, 10th, 15th, and 20th work anniversaries (up to 5 bonus days)5% Employer Pension Contribution to help secure your future Comprehensive Private Medical Insurance with AXA, for your health and peace of mind Routine Health Treatments Cash Plan to cover dental, optical, and other health-related costs Enhanced Parental Leave for when it’s time to grow your family Training & Development Support to help you grow your skills and career Competitive salary approximately £25,500 Read our values in full here . Interested in applying? Submit your application below and we will get back to you.