Customer Service Advisor

Salary: £25,400 per annum

Role type: Permanent, Full Time

Location: Stoke-on-Trent, On-site

Reporting to: Customer Service Manager

Your Repair, now part of Hometree following its acquisition in 2022, was founded to provide high-quality, customer-focused home and boiler care plans across the UK. With years of expertise in plumbing and gas engineering, Your Repair offers fixed-price plans covering boilers, heating, plumbing, and electrical systems for homeowners and landlords alike.

Hometree is a leading UK residential energy services company, supporting households with the installation, financing, and maintenance of low-carbon technologies and essential home services.

Backed by Hometree’s scale and ambition, Your Repair continues to deliver trusted, reliable home maintenance and repair services through its UK-based, 24/7 support team, rapid response times, and no-insurance approach—meaning no underwriters or paperwork delays. With flexible start dates, nationwide coverage, and long-term, budget-friendly pricing, we provide homeowners and landlords with genuine peace of mind.

As a Customer Support Advisor at Your Repair, you’ll be the first point of contact for our customers, providing friendly, professional support across phone, email, and chat. You’ll play a key role in resolving queries and complaints efficiently, using your product knowledge and problem-solving skills to deliver a positive and reassuring customer experience. Working closely with your teammates and other departments, you’ll help keep customer records accurate, meet service expectations, and continuously improve how we support our customers—making a real difference every day.

• Monday to Friday
  :
  Shifts between 8:00 AM - 7:00 PM

(flexible hours within this range)

• Saturdays
  : 1 Saturday in 3, from 9:00 AM - 5:00 PM

• Customer Communication
  :
  Answer customer questions and provide assistance through phone, email, or chat in a friendly and professional manner.

• Complaint Resolution
  :
  Handle customer complaints or issues, ensuring they are resolved quickly and effectively, maintaining a positive customer experience.

• Product Knowledge
  :
  Learn and maintain basic knowledge of products and services to assist customers with inquiries and provide accurate information.

• Order Processing
  :
  Assist with processing orders, returns, and exchanges, ensuring customers' needs are met in a timely manner.

• Customer Records
  :
  Update customer information and keep records accurate in the system.

• Team Collaboration
  :
  Work with other team members and departments to resolve customer issues and improve service delivery.

• Customer Feedback
  :
  Collect customer feedback and report common issues to supervisors to help improve customer service.

• Meeting Service Expectations
  :
  Ensure responses are within service expectations for timeliness and professionalism, contributing to customer satisfaction.

• Customer Service
  
  Experience:
  
  12-18 Months experience working in a customer service environment, providing a solid foundation for delivering exceptional service.

• Desire to Work Closely with Customers: A strong ambition to engage with customers daily, ensuring their needs are met and their concerns are addressed.

• Confident Self-Starter: A proactive problem-solver with a customer-centric mindset, finding satisfaction in resolving customer issues quickly and efficiently.

• Disciplined and Organised: Highly detail-oriented with an ownership mindset, ensuring every aspect of service delivery is thoroughly addressed.

• Adaptive Multitasker: Comfortable switching between calls, chats, emails, and systems, while managing multiple tasks effectively.

• Excellent Communication
  
  Skills:
  
  Clear and concise verbal and written communication abilities, essential for interacting with customers and stakeholders.

• Strong Interpersonal
  
  Skills:
  
  Engaging and empathetic in all forms of communication, whether over the phone, in person, or in writing.

• Resilient Under Pressure: Ability to calmly and confidently handle difficult customer situations, working towards the best possible outcome.

• Collaborative Team Player: Enjoys working with colleagues to resolve issues,…