Homeowner Support Operations Manager

Checkatrade; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading home improvement platform based in the UK is seeking a Homeowner Support Manager to ensure a smooth experience for homeowners. You will lead a team, manage claims and complaints, and drive improvements based on data insights. Strong leadership and communication skills are essential for this role, along with experience in customer support. The position offers rewards such as a competitive salary and various employee benefits.

Benefits

Competitive salary + annual bonus

Health and well-being support

Gym membership

Birthday/Special day leave

Buy & sell holiday scheme

1 week's paid charity leave

Qualifications

• Experience leading customer support teams, ideally in a contact centre or fast-paced ops environment.
• Ability to handle complaints and claims calmly, especially under pressure.
• Strong insight and problem-solving skills.

Responsibilities

• Lead a high-performing support team and develop Associate Managers.
• Own the homeowner experience, managing enquiries, claims, and complaints efficiently.
• Use data to identify and resolve issues.

Skills

Leading customer support teams

Calm under pressure

Data-driven decision making

Strong communication skills

Job description

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Join us as Homeowner Support Manager

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 Homeowner Support Manager, you'll lead the team that keeps our homeowner experience running smoothly. From guiding Associate Managers and agents to improving the processes behind claims, complaints and questions, you'll help make sure every customer feels confident using Checkatrade.

This role can be based in either our Portsmouth or London office, whichever works best for you

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

• Leading a high-performing support team, developing Associate Managers and building a confident, capable leadership
• Owning the homeowner experience, making sure enquiries, claims and complaints are handled quickly, fairly and with care
• Spotting what's not working and fixing it, using data and insights to drive smarter, scalable improvements
• Setting clear standards, building SOPs, QA processes and consistent ways of working
• Collaborating across the business, from Product to Legal, to make sure support is ready for what's next

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:

• Experience leading customer support teams, ideally in a contact centre or fast-paced ops environment
• A calm head with complaints and claims, especially when the stakes (or emotions) are high
• A knack for spotting issues early and turning insight into action that makes things better
• Confidence using data to drive decisions, track performance,and make the case for change
• A team-first mindset, with strong communication skills and a focus on helping people grow

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

• Competitive salary + annual bonus or commission (role dependent)
• 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 Operations Transformation Manager
• Final stage panel interview and case study with Senior Stakeholders

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 usWe’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.