Homeowner Support Operations Manager

Join us as Homeowner Support Manager

Location

Portsmouth or London – 4 days per week in the office. If you are based in London, you will be required to travel to Portsmouth regularly.

Want to do work that really matters?

At Checkatrade, we’re building the UK’s go-to home improvement marketplace. Every day, we help millions of homeowners find the right tradesperson for the job, fast, fair, and without the faff.

As our next Homeowner Support Manager, you’ll play a key role in making that happen. From leading and developing the team that supports homeowners on our platform, to strengthening processes and ensuring a seamless customer experience, your work will help us build trust and move forward, one job at a time.

This is a critical role where you oversee Associate Managers and their agents, developing leadership capability, supporting growth, and driving day-to-day operational excellence. You’ll also focus on continuous improvement and laying the groundwork for smarter, more scalable ways of working as the business evolves.

Forget long lists, here’s what you’ll actually spend your time on:

• Leading and developing Associate Managers and their agents through coaching and mentoring, strengthening leadership capability and building an engaged, high-performing team.
• Overseeing homeowner enquiries, ensuring timely, accurate and helpful responses, and driving improvements to first-contact resolution and satisfaction.
• Managing processes for guarantee claims and complaints, ensuring fair, consistent and compliant outcomes.
• Handling complex escalations as the final decision point, applying evidence-based reasoning and sound judgment.
• Proactively spotting recurring challenges or process gaps through data and insights, and designing improvements to prevent future issues.
• Driving quality and consistency by developing SOPs and QA processes that reflect Checkatrade’s standards.
• Tracking KPIs (CSAT, resolution times, complaint volumes, claim trends) and providing actionable reporting to leadership.
• Identifying opportunities to streamline processes, introduce smarter tools, and automate repetitive tasks to free up capacity.
• Collaborating with R&D teams to operationalise and roll out new consumer marketplace products, embedding scalable processes seamlessly.

It’s not about ticking every box. It’s about turning up curious, ready to crack on. You’ll do well here if you bring:

• 5+ years of leadership experience managing customer support teams in a contact centre, ideally with BPO or multi-site exposure.
• Experience handling complex claims and complaints processes, ideally in regulated or high-stakes environments.
• Proven ability to lead through leaders, developing Team Leaders/Managers to drive consistent results.
• A track record of spotting issues early and implementing scalable improvements that boost efficiency, quality and customer satisfaction.
• Comfort with ambiguity and pace — thrives in dynamic environments and brings clarity to complexity.
• Strong data and analytical skills with the ability to use metrics and insights to drive decisions.
• Excellent stakeholder management, working across Operations, Legal, and Product.
• Experience with contact centre platforms and tools, including case management, telephony, workforce management, and reporting systems.

We believe great work deserves great rewards. Here’s just a taste:

• Competitive salary + annual bonus or commission (role dependent)
• Health, well-being and learning support
• Gym membership, Smart Tech Scheme and Cycle Scheme
• Birthday/Special day leave
• Buy & sell holiday scheme
• 1 week’s paid charity leave and much more!

How we’ll get to know each other:

• Screening call with one of our Talent Acquisition Partners
• 1st stage interview with our Operations Transformation Manager
• Final stage panel interview and case study with Senior Stakeholders

If you require any reasonable adjustments during our interview process, please discuss them with your Talent Acquisition Partner.

If this sounds like the place where you can do your best work, we’d love to hear from you, even if you don’t tick every box.

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.