At a Glance
- Tasks: Provide friendly support via phone, email, and chat to help customers feel valued.
- Company: Join YourRepair, part of Hometree, a leader in home energy services.
- Benefits: Enjoy 25 days holiday, flexible hours, and opportunities for personal growth.
- Other info: Be part of a supportive team in a dynamic, inclusive environment.
- 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 are essential.
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.
Qualifications
- 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.
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 promise to give you the same opportunities as everyone else and we won’t discriminate against you at any point in the hiring process or the working day.
Customer Support Advisor in Stoke-on-Trent employer: Job Search Place Limited
At YourRepair, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture where every team member's voice is valued. Located in Stoke-on-Trent, our Customer Support Advisors enjoy flexible working hours, comprehensive training, and real opportunities for personal and professional growth, all while making a meaningful impact on customers' lives. With a commitment to employee well-being and a focus on sustainability, joining us means being part of a forward-thinking company dedicated to transforming the residential energy landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Advisor in Stoke-on-Trent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Job Search Place Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Job Search Place Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Advisor in Stoke-on-Trent
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Job Search Place Limited:Your cover letter is your chance to shine! Tell us why you want to work at Job Search Place Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Job Search Place Limited!
How to prepare for a job interview at Job Search Place Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
