Crisis Management Specialist, Checkatrade
Customer Service
More information about location
4 days a week in office (Kings Cross, London)
Online marketplace for home improvements and repairs
Open for applications
Online marketplace for home improvements and repairs
201-500 employees
Open for applications
More information about location
4 days a week in office (Kings Cross, London)
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
- Proven experience in incident and complaints management at a high level, with a track record of building and implementing successful strategies to reduce issues
- Experience working cross functionally with the likes of legal teams, PR teams and senior leadership
- Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively
- A self-starter with a “can-do” attitude, have a friendly demeanour while still able to push hard to achieve targets and timelines
What the job involves
- We have an exciting newly created opportunity for an experienced Crisis Management Specialist who is dedicated to resolving high risk complaints and incidents
- You will work cross functionally to ensure our brand is held to a high regard alongside keeping our trade members and consumers satisfied
- As Escalations Manager you will lead the Incident Response Team
- Our focus will be on ensuring high priority consumer and tradespeople disputes are resolved promptly and effectively while maintaining high levels of customer satisfaction
- You will be required to manage high risk and complex complaints, working closely with the legal, PR, privacy and complaints team to resolve, as well as manage media risks
Salary benchmarks
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
Insights
Few candidates hear
back within 2 weeks
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
- 👛 Dayforce Wallet - On Demand Pay. Access your pay as soon as it's been earned with no cost!
- 🚗 Electric Vehicle Salary Sacrifice Scheme
- 💻 Smart Tech Scheme - get the gadgets you want whilst spreading the payments interest free for up to 24 months
- 👪 Family Planning support - We’ve teamed up with Apricity to provide you with support on your family planning journey.
- 😋 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
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
Company HQ
Islington, London, UK
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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