Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide friendly support to customers via phone, email, and chat.
- Company: Join YourRepair, part of Hometree, a leader in home services.
- Benefits: Enjoy 25 days holiday, competitive salary, and a supportive work environment.
- Why this job: Make a real difference by helping customers with their home care needs.
- Qualifications: 12-18 months customer service experience and strong communication skills.
- Other info: Be part of a dynamic team focused on sustainability and innovation.
The predicted salary is between 21500 - 29500 £ per year.
Salary: £25,400 per annum
Role type: Permanent, Full Time
Location: Stoke-on-Trent, On-site
Reporting to: Customer Service Manager
About YourRepair
YourRepair, now part of Hometree following its acquisition in 2022, was founded to provide high-quality, customer-focused home and boiler care plans across the UK. With years of expertise in plumbing and gas engineering, YourRepair offers fixed-price plans covering boilers, heating, plumbing, and electrical systems for homeowners and landlords alike.
The Role
As a Customer Support Advisor at YourRepair, you will be the first point of contact for our customers, providing friendly, professional support across phone, email, and chat. You will play a key role in resolving queries and complaints efficiently, using your product knowledge and problem-solving skills to deliver a positive and reassuring customer experience.
Shift Patterns:
- Monday to Friday: Shifts between 8:00 AM - 7:00 PM (flexible hours within this range)
- Saturdays: 1 Saturday in 3, from 9:00 AM - 5:00 PM
Responsibilities:
- Customer Communication: Answer customer questions and provide assistance through phone, email, or chat in a friendly and professional manner.
- Complaint Resolution: Handle customer complaints or issues, ensuring they are resolved quickly and effectively, maintaining a positive customer experience.
- Product Knowledge: Learn and maintain basic knowledge of products and services to assist customers with inquiries and provide accurate information.
- Order Processing: Assist with processing orders, returns, and exchanges, ensuring customers' needs are met in a timely manner.
- Customer Records: Update customer information and keep records accurate in the system.
- Team Collaboration: Work with other team members and departments to resolve customer issues and improve service delivery.
- Customer Feedback: Collect customer feedback and report common issues to supervisors to help improve customer service.
- Meeting Service Expectations: Ensure responses are within service expectations for timeliness and professionalism, contributing to customer satisfaction.
What we are looking for:
- Customer Service Experience: 12-18 Months experience working in a customer service environment.
- Desire to Work Closely with Customers: A strong ambition to engage with customers daily.
- Confident Self-Starter: A proactive problem-solver with a customer-centric mindset.
- Disciplined and Organised: Highly detail-oriented with an ownership mindset.
- Adaptive Multitasker: Comfortable switching between calls, chats, emails, and systems.
- Excellent Communication Skills: Clear and concise verbal and written communication abilities.
- Strong Interpersonal Skills: Engaging and empathetic in all forms of communication.
- Resilient Under Pressure: Ability to calmly handle difficult customer situations.
- Collaborative Team Player: Enjoys working with colleagues to resolve issues.
- Proficient in IT: High proficiency in IT, with the ability to navigate and troubleshoot common software applications.
- Positive Attitude: A proactive and solution-focused mindset.
Our Recruitment Process:
- Initial Call: Start with an introductory call with our Junior Talent Acquisition Specialist.
- Skills-Based/Final Interview: Engage in a detailed discussion about your past experiences with our Customer Service Manager.
Perks of the job:
- Holiday: 25 days holiday plus bank holidays and your birthday.
Equal Opportunity Employer
At Hometree, we are committed to creating an inclusive and representative environment.
Customer Service Advisor in Stoke-on-Trent employer: Hometree Group
Contact Detail:
Hometree Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor in Stoke-on-Trent
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on YourRepair and Hometree. Understand their values, services, and what makes them tick. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Run through common customer service scenarios with a friend or in front of a mirror. Think about how you'd handle tricky situations and keep your responses clear and concise. This will boost your confidence and help you shine during the interview.
✨Tip Number 3
Show off your personality! When you're chatting with the interviewer, let your enthusiasm for customer service come through. Share personal stories that highlight your problem-solving skills and how you’ve made a difference for customers in the past. We want to see the real you!
✨Tip Number 4
Don’t forget to follow up! After your interview, drop a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that shows you’re keen on the role and keeps you fresh in their minds. Plus, it’s a great way to reiterate your interest in joining the team!
We think you need these skills to ace Customer Service Advisor in Stoke-on-Trent
Some tips for your application 🫡
Show Your Customer Service Skills: When you're writing your application, make sure to highlight your customer service experience. We want to see how you've handled queries and complaints in the past, so share specific examples that showcase your problem-solving skills and ability to keep customers happy.
Be Friendly and Professional: Your written application should reflect the friendly and professional tone we expect in our customer interactions. Use clear and concise language, and don’t forget to let your personality shine through—after all, we’re looking for someone who can connect with our customers!
Tailor Your Application: Take a moment to tailor your application to the role of Customer Service Advisor. Mention how your skills align with the responsibilities listed in the job description, like handling complaints or updating customer records. This shows us you’ve done your homework and are genuinely interested in the position.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets to the right people quickly. Plus, it gives you a chance to explore more about us and what we do at YourRepair!
How to prepare for a job interview at Hometree Group
✨Know Your Stuff
Before the interview, make sure you brush up on YourRepair's services and products. Understanding what they offer will help you answer questions confidently and show that you're genuinely interested in the role.
✨Practice Makes Perfect
Rehearse common customer service scenarios and how you would handle them. Think about your past experiences and be ready to share specific examples of how you've resolved customer issues effectively.
✨Show Your Personality
As a Customer Service Advisor, you'll need to connect with customers. Be yourself during the interview! Let your friendly and professional side shine through, as this is key to creating a positive customer experience.
✨Ask Smart Questions
Prepare thoughtful questions to ask at the end of your interview. This shows your interest in the company and the role. You might ask about team dynamics or how success is measured in the customer service department.
