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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 energy services.
- Benefits: Enjoy 25 days holiday, flexible hours, and a supportive team environment.
- Other info: Be part of a dynamic team focused on sustainability and innovation.
- Why this job: Make a real difference by helping customers with their home care needs.
- Qualifications: Customer service experience and a passion for helping others.
The predicted salary is between 25400 - 25400 £ 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
At YourRepair, our Customer Support Advisors are at the heart of everything we do. As the first point of contact for our customers, you’ll provide warm, professional support across phone, email, and live chat—helping people feel heard, understood, and confident that their issue is in safe hands. This role is about more than answering questions. It’s about building trust, solving problems thoughtfully, and making every interaction a positive 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
- Supporting Customers: Deliver friendly, clear, and empathetic support across phone, email, and chat.
- Resolving Issues: Handle queries and complaints with care and confidence, always aiming for the best outcome.
- Building Knowledge: Develop a strong understanding of our products and services so you can guide customers effectively.
- Managing Orders: Assist with orders, returns, and exchanges smoothly and efficiently.
- Keeping Records Accurate: Maintain up-to-date customer information to ensure a seamless experience.
- Working Together: Collaborate with teammates and other departments to solve problems and improve service.
- Listening & Improving: Capture customer feedback and help identify ways we can do better.
- Delivering Quality: Meet response times and service standards while maintaining a high level of care and professionalism.
What we’re looking for
- Customer Service Experience: Around 12–18 months in a customer-facing role (or similar transferable experience).
- People-Focused Mindset: You genuinely enjoy helping others and creating positive experiences.
- Confident & Proactive: Comfortable taking initiative and finding solutions.
- Organised & Detail-Oriented: You take pride in getting things right and seeing tasks through.
- Adaptable Multitasker: Able to switch between systems and communication channels with ease.
- Strong Communicator: Clear, thoughtful, and professional in both written and verbal communication.
- Empathetic & Approachable: You build rapport easily and handle sensitive situations with care.
- Resilient: Able to stay calm and focused, even when things get busy or challenging.
- Collaborative: You value teamwork and support those around you.
- Comfortable with Technology: Confident using systems and open to learning new tools.
- Positive & Growth-Oriented: You bring a can-do attitude and are always open to learning and improving.
Our Recruitment Process
- Initial Call: Start with an introductory call with our Junior Talent Acquisition Specialist to discuss the role and your potential fit. (30 mins)
- Skills-Based/Final Interview: Engage in a detailed discussion about your past experiences with our Customer Service Manager. This interview will be in-person. (1 hr)
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. We know that different experiences, perspectives and backgrounds make for a better workplace and a better planet. Together, we celebrate differences and promote a culture where you can bring your full self to work.
Customer Support Advisor in Stoke-on-Trent employer: Hometree Marketplace Limited
Contact Detail:
Hometree Marketplace Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support 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 your communication skills! As a Customer Support Advisor, you'll need to be clear and empathetic. Try role-playing common customer scenarios with a friend or family member to get comfortable with handling different situations.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you turned a negative situation into a positive one. This will demonstrate your proactive mindset and ability to handle challenges.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your appreciation and keeping you fresh in their minds. Plus, it’s a great chance to reiterate your enthusiasm for the role!
We think you need these skills to ace Customer Support Advisor in Stoke-on-Trent
Some tips for your application 🫡
Be Yourself: When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your passion for customer service and how you connect with people.
Tailor Your Application: Make sure to customise your application to highlight your relevant experience. Mention specific examples from your past roles that demonstrate your customer service skills and how you’ve made a positive impact.
Show Enthusiasm: Express your excitement about the role and our company in your application. We love candidates who are genuinely interested in helping customers and contributing to our mission at YourRepair!
Check Your Details: Before hitting send, double-check your application for any typos or errors. A polished application shows us that you pay attention to detail, which is super important in customer support!
How to prepare for a job interview at Hometree Marketplace Limited
✨Know Your Stuff
Before the interview, make sure you have a solid understanding of YourRepair's services and values. Familiarise yourself with their customer support approach and think about how your past experiences align with their mission to provide high-quality, customer-focused care.
✨Showcase Your People Skills
As a Customer Support Advisor, you'll be the first point of contact for customers. Prepare examples that highlight your ability to build rapport, handle sensitive situations, and resolve issues effectively. Think about times when you've turned a negative experience into a positive one.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. This means not just hearing but understanding what the interviewer is saying. Nod, ask clarifying questions, and summarise their points to show you're engaged and ready to provide empathetic support to customers.
✨Be Ready to Adapt
The role requires you to switch between different communication channels and systems. Be prepared to discuss how you've successfully managed multiple tasks in previous roles. Share specific examples of how you’ve adapted to changing situations or technologies in a fast-paced environment.