Customer Service Advisor

Checkatrade; Portsmouth; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading home improvement marketplace in the UK is seeking a Customer Service Advisor to support homeowners through inquiries and complaints. This role requires strong customer service skills, empathy, and the ability to manage complex conversations. The position offers a competitive salary plus commission and various benefits, including health support and holiday schemes. If you are passionate about making a difference, apply now!

Benefits

Competitive salary + commission

Health, well-being and learning support

Gym membership

Birthday/Special day leave

1 week’s paid charity leave

Qualifications

• Experience in customer service focusing on complaint resolution is preferred.
• Ability to handle difficult conversations with care.
• Clear and compassionate communicative style required.

Responsibilities

• Handle calls and emails from homeowners for queries and complaints.
• Investigate concerns and resolve issues fairly.
• Keep communication clear throughout case ownership.

Skills

Customer service experience

Empathy

Communication skills

Critical thinking

Organizational skills

Familiarity with GSuite and Salesforce Service Cloud

Job description

Join us as a Customer Service Advisor (Homeowner Support)

Want to do work that really matters?

At Checkatrade, we’re building the UK’s go-to home improvement marketplace. Every day, we help millions of homeowners find the right tradesperson for the job, fast, fair, and without the faff.

As our next Customer Service Advisor, you’ll be the reassuring voice on the other end of the line. Whether it’s answering questions, easing concerns, or resolving disputes, you’ll help people feel heard, supported, and confident every step of the way.

Forget long lists, here’s what you’ll actually spend your time on:

• Handling calls and emails from homeowners, from quick queries to more complex complaints.

• Investigating concerns, gathering information from both sides, and resolving issues fairly.

• Owning cases from start to finish, keeping communication clear and consistent throughout.

• Working with other teams to resolve escalations or identify legal risks when needed.

• Spotting ways to improve the process, whether it’s simplifying guidance, updating FAQs or reducing repeat contacts.

It’s not about ticking every box. It’s about turning up curious, ready to crack on. You’ll do well here if you bring:

• Skilled customer service experience, ideally with a focus on complaint resolution.

• Confidence in handling tricky conversations with care and empathy.

• A clear, calm and compassionate communication style, both written and verbal.

• Strong critical thinking and problem-solving skills.

• Excellent organisational skills - able to juggle cases and deadlines with ease.

• Familiarity with GSuite tools and support platforms like Salesforce Service Cloud.

We believe great work deserves great rewards. Here’s just a taste:

• Competitive salary + commission

• Health, well-being and learning support

• Gym membership, Smart Tech Scheme and Cycle Scheme

• Birthday/Special day leave

• Buy & sell holiday scheme

• 1 week’s paid charity leave and much more!

How we’ll get to know each other:

• Screening call with one of our Talent Acquisition Partners

• 1st stage interview with our Associate Manager, Homeowner Support & Homeowner Support Senior Specialist

If you require any reasonable adjustments during our interview process, please discuss them with your Talent Acquisition Partner.

If this sounds like the place where you can do your best work, we’d love to hear from you, even if you don’t tick every box

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.