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- Tasks: Support homeowners by resolving issues with tradespeople through calls and emails.
- Company: Checkatrade connects homeowners with trusted tradespeople, ensuring quality service.
- Benefits: Enjoy a competitive salary, ongoing training, and a friendly, inclusive team environment.
- Why this job: Make a real difference daily while developing your skills in a supportive atmosphere.
- Qualifications: 2+ years in customer service, strong communication skills, and problem-solving abilities required.
- Other info: This is a full-time entry-level position based in Portsmouth.
The predicted salary is between 22800 - 30500 £ per year.
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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 annum
- Working hours: 40 hours per week, shifts between 8am–6pm, Monday to Friday
- Career development: Ongoing training, coaching, and personal growth opportunities
- Supportive team: Friendly, inclusive environment where people matter
What do you need to succeed?
- 2+ years experience in customer service
- Complaint resolution experience: you’re confident managing difficult conversations and turning frustrations into positive outcomes
- Excellent written and verbal communication skills: clear, calm, and compassionate, even in challenging situations
- Empathy and resilience: you understand the emotional impact of issues in people’s homes and respond with sensitivity
- Critical thinker and problem solver: you approach every issue methodically and take pride in finding fair, practical solutions
- Organisational skills: you’re able to manage multiple cases and deadlines without missing a beat
- Tech-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.
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Customer Service Advisor (Homeowner Support) employer: Checkatrade
Contact Detail:
Checkatrade Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor (Homeowner Support)
✨Tip Number 1
Familiarise yourself with Checkatrade's services and values. Understanding their mission to support homeowners and tradespeople will help you align your responses during the interview, showcasing your genuine interest in the role.
✨Tip Number 2
Prepare for common customer service scenarios that may arise in the role. Think about how you would handle difficult conversations or complaints, and be ready to share specific examples from your past experience that demonstrate your problem-solving skills.
✨Tip Number 3
Highlight your tech-savviness by being familiar with tools like GSuite and Salesforce Service Cloud. If you have experience with similar platforms, mention it during your discussions to show you're ready to hit the ground running.
✨Tip Number 4
Demonstrate your empathy and resilience by preparing to discuss how you've handled emotionally charged situations in the past. This will show that you understand the importance of sensitivity when dealing with homeowners' concerns.
We think you need these skills to ace Customer Service Advisor (Homeowner Support)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, particularly any roles involving complaint resolution. Use specific examples that demonstrate your problem-solving skills and ability to handle difficult conversations.
Craft a Compelling Cover Letter: In your cover letter, express your passion for helping people and your understanding of the emotional impact of issues in their homes. Mention how your skills align with the role's requirements, such as empathy, resilience, and strong communication.
Showcase Relevant Skills: Emphasise your organisational skills and tech-savviness in your application. Mention any experience with customer support systems like Salesforce Service Cloud or similar tools, as this will be beneficial for the role.
Prepare for Potential Questions: Think about how you would handle various customer service scenarios, especially those involving complaints. Be ready to discuss your approach to resolving conflicts and providing timely updates to customers during the interview process.
How to prepare for a job interview at Checkatrade
✨Showcase Your Problem-Solving Skills
As a Customer Service Advisor, you'll need to demonstrate your ability to handle complex situations. Prepare examples from your past experience where you successfully resolved customer complaints or disputes, highlighting your empathy and clear thinking.
✨Communicate Clearly and Calmly
Excellent communication is key in this role. Practice articulating your thoughts clearly and calmly, especially when discussing challenging scenarios. This will show that you can maintain composure under pressure, which is crucial for the position.
✨Demonstrate Empathy and Resilience
Understanding the emotional impact of issues on homeowners is vital. Be ready to discuss how you've shown empathy in previous roles and how you managed to stay resilient while dealing with difficult conversations.
✨Familiarise Yourself with Relevant Tools
Being tech-savvy is important for this role. Brush up on your knowledge of GSuite products and customer support systems like Salesforce Service Cloud. Mention any relevant experience you have with these tools during the interview.
