On-Site Customer Support Advisor - Stoke (Fixed-Term)

Hometree; Stoke-on-Trent; On-site; GBP 24,000 - 29,000; Full time

Job summary

Hometree is seeking a Customer Support Advisor in Stoke-on-Trent for a 3-5 month fixed-term, full-time contract. You’ll be the first point of contact, offering warm, professional support across phone, email and live chat to help customers feel heard and confident their issue is in safe hands.

You’ll work with a supportive team, with opportunities to grow, while maintaining flexible start dates and a focus on delivering quality service.

Qualifications

• Around 12–18 months in a customer-facing role (or similar transferable experience).
• You genuinely enjoy helping others and creating positive experiences.
• Confident and proactive in taking initiative and finding solutions.
• Organised and detail-oriented, you pride yourself on getting things right.
• Able to multitask across systems and channels with ease.
• Clear, thoughtful, and professional in written and verbal communication.
• Empathetic and approachable, able to build rapport easily.
• Resilient: stay calm and focused in busy or challenging periods.
• Collaborative: value teamwork and support those around you.
• Comfortable with technology and learning new tools.

Responsibilities

• Deliver friendly, clear, and empathetic support across phone, email, and chat.
• Handle queries and complaints with care and aim for the best outcome.
• Develop a strong understanding of products and services to guide customers effectively.
• Assist with orders, returns, and exchanges smoothly and efficiently.
• Maintain up-to-date customer information for a seamless experience.
• Collaborate with teammates and other departments to improve service.
• Capture customer feedback and identify ways to improve.

Skills

Customer service

People-focused

Proactive

Organised

Multitasking

Strong communication

Empathetic

Resilient

Collaborative

Tech-savvy

Job description

Hometree is seeking a Customer Support Advisor in Stoke-on-Trent for a 3-5 month fixed-term, full-time contract. You’ll be the first point of contact, offering warm, professional support across phone, email and live chat to help customers feel heard and confident their issue is in safe hands.

You’ll work with a supportive team, with opportunities to grow, while maintaining flexible start dates and a focus on delivering quality service.