Customer Support Advisor – Growth & Impact (On-site)

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

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.