Customer Support Advisor (FTC)

About the role

YourRepair, part of Hometree since its 2022 acquisition, provides fixed-price home and boiler care plans across the UK. As a Customer Support Advisor you will be the first point of contact for customers, giving warm, professional support by phone, email and live chat. The role is full-time, on-site in Stoke-on-Trent, reporting to the Customer Service Manager, on a fixed-term contract of 3-5 months.

Key responsibilities

• Deliver friendly, clear and empathetic support across phone, email and chat
• Handle queries and complaints with care, aiming for the best outcome
• Build a strong understanding of products and services to guide customers
• Assist with orders, returns and exchanges
• Maintain accurate customer records
• Collaborate with teammates and other departments to improve service
• Capture customer feedback and help identify improvements
• Meet response times and service standards

Required profile

• Around 12-18 months in a customer-facing role or similar transferable experience
• People-focused, confident and proactive, with good organisation and attention to detail
• Adaptable multitasker who switches between systems and channels easily
• Strong communicator, empathetic and resilient under pressure
• Comfortable with technology and open to learning new tools

Shift patterns

• Monday to Friday, shifts between 8:00 AM and 7:00 PM (flexible hours within the range)
• Saturday once every three weeks, 9:00 AM to 5:00 PM

Salary is up to £26,500 per annum, pro rata for the contract duration and hours worked. The recruitment process starts with a 30-minute introductory call, followed by a one-hour in-person interview with the Customer Service Manager.