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Customer Service Advisor
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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 secondOur network has 150,000+ skilled pros in 50+ service categories150,000,000+ 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) Inc.),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, 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 callingas they post their job on the website to help them to find the best tradesperson for their needsOffering guidance and support to new and established tradespeople, helping them to get the most from being a member of InstaproRetaining great tradespeople by thinking creatively and offering them exceptional support when they get in touchHandling complaints that often involve customers from both sides of our marketplace, giving users advice and support to guide them to a positive outcomeWorking with other teams across the business to develop and trial new approaches that further enhance the experience of our usersResponding to questions and comments on social media or via review sites such as TrustpilotYou 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.These are the benefits you'll enjoy:Competitive salary (Approximately£25,500)Hybrid work environment (two days per week required - working from the office in Gateshead)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)Generous hybrid allowanceCommuting allowance for office days5% employer pension contributionComprehensive private medical insurance with AXARoutine treatments health cash planEnhanced parental leaveTraining supportThese 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 hereInterested in applying? Submit your application below and we will get back to you. #J-18808-Ljbffr
