Customer Support Advisor

Job description

Salary: up to £26,500 per annum Role type: Permanent, Full Time 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) Perks of the job Holiday: 25 days holiday plus bank holidays and your birthday. 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 🏆 £85m+ Capital Raised - We’ve raised over £85m to-date from leading global investors including Legal & General Capital and specialist energy VCs 🏆 5 Acquisitions - We've expanded our operations by acquiring four key companies across financing (Hometree Finance - formerly Bewarm), home cover (Your Repair) and energy services (Geowarmth, The Little Green Energy Company and IMS). 🏆 100k Homes Covered - We cover over one hundred thousand homes across the UK 🏆 250+ Employees - We have over 250 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.