Customer Support Advisor

Salary: £25,400 per annum

Role type: Permanent, Full Time

Location: Stoke-on-Trent, On-site

Reporting to: Customer Service Manager

Your Repair, 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, Your Repair 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, Your Repair 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.

At Your Repair, 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.

• 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

• 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.

• 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.

• Initial Call: Start with an introductory call with our Junior Talent Acquisition Specialist to discuss the role and your potential fit.…