Customer Service Representative

1 week ago

Gateshead, Gateshead, United Kingdom Instapro Group Full time
We're looking for a customer support advisor to join our Customer Operations Team in Gateshead.

Our customer service advisors are on the front line at MyBuilder 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 MyBuilder 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.


Your role includes the following:

  • Supporting customers 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 MyBuilder
  • 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
  • You have 13 years of experience in a customer service environment.
  • 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.

Why you'll enjoy working at the Instapro Group:

You can make an Impact. Joining Instapro Group is an opportunity to help crack the code in one of the last big industries to become digital-first. We're leaders in our markets, yet small enough for everyone to make a real difference.

We care. We don't believe in one size fits all. Whether it's flexibility in your working hours, your location, or opportunities to advance and grow, you'll find a supportive and open culture designed to help our team members thrive.

These are the benefits you'll enjoy:

  • 33 days holiday (including bank holidays) + 1 annual bonus leave day after 5, 8, 10, 15 and 20 work anniversaries (capped at 5 bonus leave days)
  • 5% employer pension contribution
  • Eligibility to receive stock appreciation rights
  • Comprehensive private medical insurance with AXA
  • Routine treatments health cash plan
  • Enhanced parental leave
  • Hybrid work environment
  • Training support
  • Generous hybrid allowance
  • Commuting allowance for office days
These are the values that guide everything we do:


  • We put integrity first. We are authentic, transparent and respectful.
-
We are all stewards. We are stewards of the company on behalf of all stakeholders.
-
We follow the evidence. We are objective, evidence-based and pragmatic in our decision-making.
-
We never stop learning. We are open-minded and curious.
-
We win together. We collaborate and earn trust with our colleagues.
-
We are inclusive. We are committed to building a diverse and inclusive company.

Read our values in full here

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