Customer Service Advisor, Checkatrade
Complaints
£26.9k
More information about location
Online marketplace for home improvements and repairs
Open for applications
Online marketplace for home improvements and repairs
201-500 employees
Open for applications
£26.9k
More information about location
201-500 employees
Company mission
To be a modern online marketplace working towards becoming the trusted foundation of every home by connecting people with trades and tools to make home improvements easy.
Role
Who you are
- If you’re a great communicator who stays calm under pressure and enjoys helping people, this is your chance to make a difference every day
- 2+ years experience in customer service
- Complaint resolution experience: you’re confident managing difficult conversations and turning frustrations into positive outcomes
- Excellent written and verbal communication skills: clear, calm, and compassionate, even in challenging situations
- Empathy and resilience: you understand the emotional impact of issues in people’s homes and respond with sensitivity
- Critical thinker and problem solver: you approach every issue methodically and take pride in finding fair, practical solutions
- Organisational skills: you’re able to manage multiple cases and deadlines without missing a beat
- Tech-savvy: comfortable using GSuite products and customer support systems such as Salesforce Service Cloud
What the job involves
- As a Homeowner Support Advisor, you’ll play a vital role in supporting homeowners throughout their experience with a tradesperson they’ve connected with through Checkatrade
- From answering general enquiries to guiding them through more complex situations such as disputes - you’ll be there to investigate, mediate, and guide them toward fair and timely resolutions
- Handle a variety of incoming calls and emails, including issues such as incomplete jobs, dissatisfaction with tradespeople, or general service concerns
- Gather relevant information from both homeowners and trades to investigate complaints, working closely with internal teams to resolve issues effectively
- Take ownership of enquiries from first contact to resolution, ensuring homeowners receive timely updates and consistent support throughout
- Demonstrate a continuous improvement mindset, using insights from customer feedback to identify and suggest opportunities for streamlining common processes, enhancing self-service guidance, or reducing repeat contact through clearer communications
- Escalate complex cases appropriately, following policies and involving senior teams where risks or legal issues are identified
- Working hours: 40 hours per week, shifts between 8am–6pm, Monday to Friday
Our take
Checkatrade created the online market for searching, engaging, and reviewing tradespeople back when the digital age was just beginning. Now a household name, it's on a huge growth journey to once again lead the market in every home improvement project seamlessly for both consumers and tradespeople, through its end-to-end digital marketplace. Put simply, Checkatrade connects people with highly skilled, quality tradespeople - and the trades with the tools they need to do their jobs.
Checkatrade has ambitious plans for expansion and innovation. It offers the agility of a start-up with the reassurance of an established organisation and has a team of more than 500 working flexibility from both Portsmouth and its R&D Hub in the heart of Kings Cross.
Recent initiatives such as launching a new quoting and invoicing tool, demonstrate its ongoing efforts to continuously improve user experience and streamline and automate operations for both consumers and trades. The company has made sure it stands out against its competitors with its commitment to trust and quality, raising standards and its dedication to customer satisfaction.
Steph
Company Specialist at Welcome to the Jungle
Meet the team
Hamza Anjarwalla, Labs Launcher Intrapreneur
Insights
Company
Employee endorsements
Challenging work
"Checkatrade is changing how our business works, moving from a directory to a marketplace, and this comes with it a huge amount of opportunities to..."
Company benefits
- 💰 Annual company wide bonus plan - when company wins, we all win
- 💷 Wellness cashplan- Claim back money on opticians, dentists and hospital stays so you can keep your health in check.
- 👩⚕️ 24/7 Online GP Service - Health App
- 💪 Gym membership - Pure gym membership
- 🛍️ Discounts and cashback for 100s of retailers across the UK
- 🚗 Electric Vehicle Salary Sacrifice Scheme
- 💻 Smart Tech Scheme - get the gadgets you want whilst spreading the payments interest free for up to 24 months
- 😋 Free food & Drinks
- 🎉 Company events
- 🗎 Life assurance
- 🏥 Private Medical - depending on the role you may qualify for a PMI
- 👵🏽 Pension - 4%
- 👶🏿 26 Weeks full maternity pay
- 👶🏼 4 Weeks paternity pay
- 🏖️ Buy and sell holiday
- 🎗️ Charity leave - How does one week every year to support a cause close to you in addition to your annual leave sound?
- 👥 Recommend a friend scheme
- 📱 Mobile Phone Allowance
- 🧒 Workplace Nursery scheme- committed to helping ease that financial pressure for our valued employees
Company values
- Be All In: We are moving at pace – enjoy the journey, embrace the opportunity and own the outcome
- Always Customer Obsessed: We are testing and learning together – listen to our customer insights continuously and evolve our approach
- Do The Right Thing: We work with integrity in everything we do – do the right thing for our team and customers
- Be Bold: We are ambitious and think big – speak up and go direct to deliver our mission together
- Get It Done: We are here for exceptional outcomes – have a bias for action to deliver them
Articles
Diversity, Equity & Inclusion at Checkatrade
Jo Agar (Internal Communications Manager )
- We are all about positive action and promote Equality, Diversity, and Inclusion. Whether it’s creating awareness of the benefits of a diverse and inclusive workforce, to having the right policies, processes, and training in place, we are committed to making sure that at Checkatrade each individual feels valued and accepted. We have task forces to drive our D&I agenda, we have initiatives in play to support employee wellbeing and we run regular engagement surveys to track employee satisfaction too and take action on responses.
- We’re proud to say that women make up 26% of our total tech workforce and 35% of our senior leadership team. We have an established “Women In Tech” network, who are supported to explore their tech careers and grow their influence and networks. We’re for everyone and we build together for our customers.
- We partner with She Can Code to actively drive diversity hiring.
- We run an in-house mentoring scheme aimed to support your growth with us.
- We value diverse ideas, innovation, and are focussed on inclusivity. We take a tech-first approach to removing barriers to success for our people, our consumers, and our trade members.
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