Customer Service Advisor

4 weeks ago


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.

**Job Requirements**
- You have 1-3 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.

These are the benefits you'll enjoy
- 33 days holiday (including bank holidays) + 1 extra day for every year of service
- 5% employer pension contribution
- Comprehensive private medical insurance with AXA
- Routine treatments health cash plan
- Enhanced parental leave
- Flexible hybrid working options
- Travel allowance for office and hybrid team members
- Annual personal development grant + days off

**Salary**: £22,000.00-£26,000.00 per year

Schedule:

- Day shift

Ability to commute/relocate:

- Gateshead, NE11 0RU: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Gateshead, NE11 0RU



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