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
* 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.
These are the benefits you'll enjoy:
* 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
These are the values that guide everything we do:
* 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.
Read our values in full here
Interested in applying? Submit your application below and we will get back to you.