Retention Specialist, Checkatrade
+ Commission
Online marketplace for home improvements and repairs
Posted today
Online marketplace for home improvements and repairs
201-500 employees
Posted today
+ Commission
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
- Experience in customer service, ideally with a focus on retention or renewals
- Confidence in handling objections and guiding conversations to positive outcomes
- Excellent communication skills - clear, professional, and empathetic
- Strong organisational and admin skills, with great attention to detail
- A proactive, “can-do” attitude, ready to adapt in a fast-paced environment
- Familiarity with Salesforce or Five-9 would be a bonus
What the job involves
- As our next Retention Specialist, you’ll be the go-to support for our members throughout their journey
- From renewals and retention to troubleshooting and guidance, you’ll make sure every interaction adds value, for the member and for the business
- It’s about more than service
- It’s about building trust, supporting livelihoods, and helping trades grow
- Owning conversations with members about renewals, retention, and the value of their membership
- Handling complex queries and escalations with confidence, empathy, and clear solutions
- Using objection handling to guide trades to the right outcome and spotting upsell opportunities where they fit
- Communicating through calls, live chat, and email, always at a high standard
- Recording accurate case notes and using Salesforce and advisor dashboards effectively
- Collaborating with other departments to support members and strengthen the one-team culture
- Bringing ideas forward to improve the member journey and reduce churn
Application process
- Screening call with one of our Talent Acquisition Partners
- 1st stage interview with one of our Associate Manager, Retention and a Senior Team Member
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
Alex Inett (Head of Talent)
- 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 24% 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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