Customer Support Advisor (FTC)

Hometree; Hempstalls; On-site; GBP 24,000 - 29,000; Full time

Job summary

YourRepair, now part of Hometree, is seeking a Customer Support Advisor in Stoke-on-Trent. You will be the first point of contact via phone, email and live chat, delivering warm, professional support and resolving issues to ensure customer satisfaction.

This fixed-term full-time position offers flexible hours within a 8:00 AM–7:00 PM window, with occasional Saturday shifts, and opportunities to grow skills across our UK-based support team.

Qualifications

• Around 12–18 months in a customer-facing role or equivalent experience.
• A genuine enjoyment of helping others and creating positive experiences.
• Confidence to take initiative and find solutions.
• Organised with attention to detail and follow-through.
• Ability to multitask across systems and channels.
• Clear, thoughtful communication in writing and speaking.
• Empathetic and approachable in difficult situations.
• Resilient under busy conditions and maintain service levels.
• Collaborative mindset and willingness to support teammates.
• Comfortable using various tech systems and eager to learn new tools.
• Positive, growth-oriented attitude with willingness to improve.

Responsibilities

• Support customers via phone, email, and live chat with friendly, clear handling.
• Resolve queries and complaints with care and aim for best outcomes.
• Develop knowledge of products/services to guide customers effectively.
• Assist with orders, returns, and exchanges.
• Keep customer records accurate and up-to-date.
• Collaborate with teammates and other departments to improve service.
• Capture feedback and help identify service improvements.
• Maintain high-quality, timely responses and professional service.

Skills

Customer service experience

People-focused mindset

Confident & proactive

Organised & detail-oriented

Adaptable multitasker

Strong communicator

Empathetic & approachable

Resilient

Collaborative

Tech-savvy

Positive & growth-oriented

Job description

Salary: Up to £26,500 per annum (pro rata for the contract duration and hours worked)

Role type: Fixed Term Contract, Full Time, 3-5 months

Location: Stoke-on-Trent, On-site

Reporting to: Customer Service Manager

About YourRepair

YourRepair, 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, YourRepair 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, YourRepair 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.

The Role

At YourRepair, our Customer Support Advisors are at the heart of everything we do. As the first point of contact for our customers, you’ll provide warm, professional support across phone, email, and live chat—helping people feel heard, understood, and confident that their issue is in safe hands.

This role is about more than answering questions. It’s about building trust, solving problems thoughtfully, and making every interaction a positive experience. You’ll work closely with a supportive, inclusive team where your voice is heard, alongside other departments to deliver excellent service and continuously improve how we work.

You’ll also benefit from real opportunities to grow and develop your skills, while making a genuine difference to customers every day. We understand the importance of balance too, offering flexibility to help you manage work and life in a way that works for you.

Shift Patterns

• 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

Responsibilities

• Supporting Customers: Deliver friendly, clear, and empathetic support across phone, email, and chat.
• Resolving Issues: Handle queries and complaints with care and confidence, always aiming for the best outcome.
• Building Knowledge: Develop a strong understanding of our products and services so you can guide customers effectively.
• Managing Orders: Assist with orders, returns, and exchanges smoothly and efficiently.
• Keeping Records Accurate: Maintain up-to-date customer information to ensure a seamless experience.
• Working Together: Collaborate with teammates and other departments to solve problems and improve service.
• Listening & Improving: Capture customer feedback and help identify ways we can do better.
• Delivering Quality: Meet response times and service standards while maintaining a high level of care and professionalism.

What we’re looking for

• Customer Service Experience: Around 12–18 months in a customer-facing role (or similar transferable experience).
• People-Focused Mindset: You genuinely enjoy helping others and creating positive experiences.
• Confident & Proactive: Comfortable taking initiative and finding solutions.
• Organised & Detail-Oriented: You take pride in getting things right and seeing tasks through.
• Adaptable Multitasker: Able to switch between systems and communication channels with ease.
• Strong Communicator: Clear, thoughtful, and professional in both written and verbal communication.
• Empathetic & Approachable: You build rapport easily and handle sensitive situations with care.
• Resilient: Able to stay calm and focused, even when things get busy or challenging.
• Collaborative: You value teamwork and support those around you.
• Comfortable with Technology: Confident using systems and open to learning new tools.
• Positive & Growth-Oriented: You bring a can-do attitude and are always open to learning and improving.

Our Recruitment Process

• Initial Call: Start with an introductory call with our Junior Talent Acquisition Specialist to discuss the role and your potential fit. (30 mins)
• Skills-Based/Final Interview: Engage in a detailed discussion about your past experiences with our Customer Service Manager. This interview will be in-person. (1 hr)

About Hometree

Join Hometree and be at the forefront of transforming the residential energy landscape. Founded in 2015, Hometree began its journey in the home cover market. Today, we are spearheading the shift towards a future where home energy systems are decentralised, digitised, and reliant on renewable sources such as heat pumps, solar panels, batteries, EV chargers, and smart controls. This innovative approach is not just about sustainability; it's about empowering homeowners to manage their energy more efficiently and cost-effectively, thereby setting new standards in energy consumption.

We operate across three dynamic divisions:

Financial Services

Here, you'll contribute to offering flexible financing options, that make it feasible for homeowners to embrace renewable energy technologies and make essential upgrades.

Energy Services

Be part of our extensive network of local installation businesses that equip homeowners with the cutting-edge, sustainable energy solutions necessary for reaching net-zero emissions.

Home Services

Help maintain the comfort and functionality of homes with comprehensive coverage plans that protect the essential hardware in the home.

At Hometree, we are committed to guiding UK homeowners on their journey towards more sustainable energy solutions, and we need passionate individuals to support them at every step. Join us during this exciting time, and play a pivotal role in a business that supports sustainable homeownership in alignment with their readiness and needs.

Key Achievements

• UK's third-largest home cover provider: our latest acquisition makes us the third-largest provider of home cover in the UK.
• 7 Acquisitions: We've expanded our operations by acquiring 6 key companies across financing (Hometree Finance - formerly Bewarm), Home Cover (OVO Home Services, CORGI Homeplan and Your Repair) and energy services (Geowarmth, The Little Green Energy Company, CORGI Homeheat, IMS and GreenGen).
• 400k Homes Covered: We cover over 400 hundred thousand homes across the UK.
• 550+ Employees: We have over 550 passionate employees transforming the industry across the Group, one home at a time.

FCA Code of Conduct

At Hometree, we prioritise ethical conduct and regulatory compliance. As a regulated financial services organisation, we operate under the strict guidelines and regulations set forth by the Financial Conduct Authority (FCA). We are committed to maintaining the highest standards of integrity and professionalism in all aspects of our business.

As a prospective member of our team, you will be expected to fully embrace and adhere to the FCA Code of Conduct obligations. These obligations are designed to ensure the fair treatment of customers, the preservation of market integrity, and the promotion of healthy competition within the financial services industry.

Equal Opportunity Employer

At Hometree, we are committed to creating an inclusive and representative environment. We know that different experiences, perspectives and backgrounds make for a better workplace and a better planet. Together, we celebrate differences and promote a culture where you can bring your full self to work.

We promise to give you the same opportunities as everyone else and we won't discriminate against you at any point in the hiring process or the working day. This includes how we source talent, our interview process, our conditions of employment, feedback and everything in between.