Please note that we are unable to offer visa sponsorship at this time, so candidates must already hold the right to work in the UK without any assistance. Location: Lakeside, Portsmouth Are you a natural problem solver who can turn challenges into positive outcomes through empathy, clear thinking and strong attention to detail? 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. 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. Where do you fit in? Reporting to the Homeowner Support Team Leaders, you will: 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. What’s in it for you? Salary: £26,860 per annum Working hours: 40 hours per week, shifts between 8am–6pm, Monday to Friday Career development: Ongoing training, coaching, and personal growth opportunities Supportive team: Friendly, inclusive environment where people matter What do you need to succeed? 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 We are an equal opportunities employer that is committed to diversity and inclusion in the workplace. About us We’re Checkatrade – the UK’s leading platform for finding a tradesperson. With more than 50,000 trades listed and over 6 million reviews, we help homeowners get jobs done right and help tradespeople grow their business. We’re growing fast, with big plans to become the go-to brand for home improvements. If you care about great work, take pride in the details, and want to make an impact, you’ll fit right in.