Customer Service Representative

Join to apply for the Customer Service Representative role at Instapro Group

We’re looking for a customer support advisor to join our Customer Operations Team in Gateshead. Our customer service advisors are on the front line at Instapro/MyBuilder, making sure all users have a good experience using our platform. We help people resolve their issues, turning unhappy users into advocates and encouraging repeat use of our service.

As a customer service advisor at Instapro/MyBuilder you will be providing exceptional customer service and support to all of our users – whether that’s helping a homeowner to post their job on the website, helping a tradesperson to get the most out of using our platform or providing advice and support to all users if something hasn’t gone to plan. We use a proactive approach by engaging with our customers through outbound calling.

Your role includes the following:

• Supporting customers through outbound calling as they post their job on the website to help them to find the best tradesperson for their needs.
• Offering guidance and support to new and established tradespeople, helping them to get the most from being a member of Instapro.
• Retaining great tradespeople by thinking creatively and offering them exceptional support when they get in touch.
• Handling complaints that often involve customers from both sides of our marketplace, giving users advice and support to guide them to a positive outcome.
• Working with other teams across the business to develop and trial new approaches that further enhance the experience of our users.
• Responding to questions and comments on social media or via review sites such as Trustpilot.

Minimum Requirements:

• You have 1-3 years of experience in a customer service environment.
• Outstanding communication skills. You enjoy talking to people, take pride in writing a great email and know how to adapt your tone to suit each enquiry.
• You’re organised, able to prioritise your own workload, have excellent attention to detail and enjoy working in a fast-paced environment.
• You enjoy a varied role, you’re flexible and able to quickly adapt as required by the needs of the business and our customers.
• You are confident and calm under pressure – you don’t shy away from difficult conversations. You use your empathetic approach and enhanced complaint handling skills to help your customers to find a positive solution.
• You have a positive outlook, bags of enthusiasm, are a natural team player and always able to smile at the end of a challenging day.
• Comfortable with technology. Able to quickly learn new applications and processes.

Why you’ll enjoy working at the Instapro Group:

You can make an Impact. Joining Instapro Group is an opportunity to help crack the code in one of the last big industries to become digital-first. We’re leaders in our markets, yet small enough for everyone to make a real difference.

We care. We don’t believe in one size fits all. Whether it’s flexibility in your working hours, your location, or opportunities to advance and grow, you’ll find a supportive and open culture designed to help our team members thrive.

Benefits:

• Competitive salary (Approximately £25,500)
• Hybrid work environment (two days per week working from the office)
• 33 days holiday (including bank holidays) + 1 annual bonus leave day after 5, 8, 10, 15 and 20 work anniversaries (capped at 5 bonus leave days)
• Generous hybrid allowance
• Commuting allowance for office days
• 5% employer pension contribution
• Comprehensive private medical insurance with AXA
• Routine treatments health cash plan
• Enhanced parental leave
• Training support

Our Values:

• We put integrity first. We are authentic, transparent and respectful.
• We are all stewards. We are stewards of the company on behalf of all stakeholders.
• We follow the evidence. We are objective, evidence-based and pragmatic in our decision-making.
• We never stop learning. We are open-minded and curious.
• We win together. We collaborate and earn trust with our colleagues.
• We are inclusive. We are committed to building a diverse and inclusive company.

Interested in applying? Submit your application below and we will get back to you.

Seniority level

Not Applicable

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting

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