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Customer Service Advisor

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Customer Service Advisor

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CheckatradeGet AI-powered advice on this job and more exclusive features.Please note that we are unable to offer visa sponsorship at this time, so candidates must already hold the right to work in the UK without any assistance.

Location:

Lakeside, Portsmouth

Are you a natural problem solver who can turn challenges into positive outcomes through empathy, clear thinking and strong attention to detail?

As a Homeowner Support Advisor, you’ll play a vital role in supporting homeowners throughout their experience with a tradesperson they’ve connected with through Checkatrade. From answering general enquiries to guiding them through more complex situations such as disputes - you’ll be there to investigate, mediate, and guide them toward fair and timely resolutions. If you’re a great communicator who stays calm under pressure and enjoys helping people, this is your chance to make a difference every day.

Where do you fit in?

Reporting to the Homeowner Support Team Leaders, you will:

Handle a variety of incoming calls and emails, including issues such as incomplete jobs, dissatisfaction with tradespeople, or general service concerns.Gather relevant information from both homeowners and trades to investigate complaints, working closely with internal teams to resolve issues effectively.Take ownership of enquiries from first contact to resolution, ensuring homeowners receive timely updates and consistent support throughout.Demonstrate a continuous improvement mindset, using insights from customer feedback to identify and suggest opportunities for streamlining common processes, enhancing self-service guidance, or reducing repeat contact through clearer communications.Escalate complex cases appropriately, following policies and involving senior teams where risks or legal issues are identified.

What’s in it for you?

Salary: £26,860 per annumWorking hours: 40 hours per week, shifts between 8am–6pm, Monday to FridayCareer development: Ongoing training, coaching, and personal growth opportunitiesSupportive team: Friendly, inclusive environment where people matter

What do you need to succeed?

2+ years experience in customer serviceComplaint resolution experience: you’re confident managing difficult conversations and turning frustrations into positive outcomesExcellent written and verbal communication skills: clear, calm, and compassionate, even in challenging situationsEmpathy and resilience: you understand the emotional impact of issues in people’s homes and respond with sensitivityCritical thinker and problem solver: you approach every issue methodically and take pride in finding fair, practical solutionsOrganisational skills: you’re able to manage multiple cases and deadlines without missing a beatTech-savvy: comfortable using GSuite products and customer support systems such as Salesforce Service Cloud

We are an equal opportunities employer that is committed to diversity and inclusion in the workplace.

About Us

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.Seniority level

Seniority level Entry levelEmployment type

Employment type Full-timeJob function

Job function OtherIndustries Internet Marketplace PlatformsReferrals increase your chances of interviewing at Checkatrade by 2xGet notified about new Customer Service Advisor jobs in

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