Customer Service Advisor

Instapro; Gateshead; On-site; GBP 26,000; Full time

Job summary

A leading home services platform in Gateshead is looking for a customer service advisor to enhance user experience by providing exceptional support. You will assist homeowners and tradespeople, manage complaints, and engage through outbound calls. The ideal candidate has strong communication skills and experience in customer service. This position offers a hybrid work environment and competitive benefits, including a salary around £25,500.

Benefits

Competitive salary (Approximately £25,500)

Hybrid work environment

33 days holiday

Generous hybrid allowance

Commuting allowance

5% employer pension contribution

Comprehensive private medical insurance

Enhanced parental leave

Training support

Qualifications

• 1-3 years of experience in a customer service environment.
• Ability to adapt tone to suit each enquiry.
• Flexibility to quickly adapt to the needs of customers.
• Empathetic approach with enhanced complaint handling skills.
• Positive outlook and teamwork orientation.
• Comfortable with quickly learning new applications.

Responsibilities

• Support customers through outbound calling.
• Offer guidance to new and established tradespeople.
• Retain tradespeople by providing exceptional support.
• Handle complaints with a positive outcome mindset.
• Collaborate with other teams to enhance user experience.
• Respond to social media inquiries and reviews.

Skills

Outstanding communication skills

Organized and detail-oriented

Calm under pressure

Comfortable with technology

Team player

Job description

At Instapro (part of Angi®), we’ve had one simple mission for 30 years: get jobs done well. We make it happen by connecting homeowners with reliable pros who have the skills they need — and connecting pros with homeowners who have the jobs they want.

Angi at a glance:

• A new homeowner turns to Angi every second
• Our network has 150,000+ skilled pros in 50+ service categories
• 150,000,000+ projects brought to Angi (and counting)

Why join Angi:

Angi® is defining the future of the home services industry, creating an environment where homeowners, service professionals and employees benefit from more jobs done well.

For homeowners, our platform makes it easier than ever to find a skilled pro for repairs, renovations, and everything in between. For pros, we're a business partner who helps them find the work they want and grow their business.

We believe home is the most important place on earth, and so we work hard for our homeowners and our pros — making a real impact on families, communities, and livelihoods.

Angi is an amazing place to call home. We can’t wait to welcome you.

We’re looking for a customer service advisor to join our Customer Operations Team in Gateshead. Our customer service advisors are on the front line at Instapro (Angi) Inc.), 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, 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

Key qualifications & experience:

• 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.

These are the benefits you'll enjoy:

• Competitive salary (Approximately£25,500)
• Hybrid work environment (two days per week required - working from the office in Gateshead)
• 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.