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Customer Service Advisor (Support)

United Kingdom, England, GatesheadOperations

Hi from the Instapro Group 👋🏼

We're the technology company behind a home services revolution. Our mission is to help tradespeople get the work they want and homeowners hire the tradespeople they need.

At Instapro, every team member’s perspective and experience advances our mission. We are committed to creating a workplace that reflects the communities we serve. We work hard to mitigate biases in our recruitment process and foster a welcoming and inclusive environment.

Job description

We’re looking for a customer support advisor to join our Customer Operations Team in Gateshead. Our customer service advisors are on the front line at MyBuilder making sure all users have a good experience using our platform. We help people resolve their issues, turning unhappy users into advocates and encouraging repeat use of our service.

As a customer service advisor at MyBuilder you will be providing exceptional customer service and support to all of our users - whether that’s helping a homeowner to post their job on the website, helping a tradesperson to get the most out of using our platform or providing advice and support to all users if something hasn’t gone to plan.

Your role includes the following:

  • Supporting customers as they post their job on the website to help them to find the best tradesperson for their needs.

  • Offering guidance and support to new and established tradespeople, helping them to get the most from being a member of MyBuilder.

  • Retaining great tradespeople by thinking creatively and offering them exceptional support when they get in touch.

  • Handling complaints that often involve customers from both sides of our marketplace, giving users advice and support to guide them to a positive outcome.

  • Working with other teams across the business to develop and trial new approaches that further enhance the experience of our users.

  • Responding to questions and comments on social media or via review sites such as Trustpilot.

Job requirements

  • You have 1-3 years of experience in a customer service environment.

  • Outstanding communication skills. You enjoy talking to people, take pride in writing a great email and know how to adapt your tone to suit each enquiry.

  • You’re organised, able to prioritise your own workload, have excellent attention to detail and enjoy working in a fast paced environment.

  • You enjoy a varied role, you’re flexible and able to quickly adapt as required by the needs of the business and our customers.

  • You are confident and calm under pressure - you don’t shy away from difficult conversations. You use your empathetic approach and enhanced complaint handling skills to help your customers to find a positive solution.

  • You have a positive outlook, bags of enthusiasm, are a natural team player and always able to smile at the end of a challenging day.

  • Comfortable with technology. Able to quickly learn new applications and processes.

Working at the Instapro Group

The Instapro Group is the technology company powering Europe's leading building and home trades marketplaces. Our mission is to help tradespeople get the work they want and homeowners hire the tradespeople they need. As the European arm of US market leader Angi Inc, we operate in France, the UK, Germany, Austria, Italy, and The Netherlands. We are looking for passionate, inquisitive minds to help us grow.

These are the benefits you'll enjoy:

  • 33 days holiday (including bank holidays) + 1 extra day for every year of service
  • 5% employer pension contribution
  • Comprehensive private medical insurance with AXA
  • Routine treatments health cash plan
  • Enhanced parental leave
  • Flexible hybrid working options
  • Travel allowance for office and hybrid team members
  • Annual personal development grant + days off

These are the values that guide everything we do:

  • We put integrity first. We are authentic, transparent and respectful.
  • We are all stewards. We are stewards of the company on behalf of all stakeholders.
  • We follow the evidence. We are objective, evidence-based and pragmatic in our decision-making.
  • We never stop learning. We are open-minded and curious.
  • We win together. We collaborate and earn trust with our colleagues.
  • We are inclusive. We are committed to building a diverse and inclusive company.

Read our values in full here

Why you’ll enjoy working at the Instapro Group…

  • You can make an Impact. Joining Instapro Group is an opportunity to help crack the code in one of the last big industries to become digital-first. We’re leaders in our markets, yet small enough for everyone to make a real difference.
  • We care. We don’t believe in one size fits all. Whether it’s flexibility in your working hours, your location, or opportunities to advance and grow, you’ll find the space to be your best self.

Interested in applying? Submit your application below and we will get back to you.


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Good to know...

Do you offer remote work?

You need to already be based in one of our office locations or be willing to relocate to one of them.

We have a hybrid-work policy, which means that it’s up to you whether you prefer to work onsite or feel more comfortable working from home. However, in some roles, we might be looking for people living in the same region. You can have a look at what locations we are active in via the button below.

Do you offer a relocation package and visa sponsorship?

Yes and yes.

For applicants relocating to our German or Dutch offices, we provide financial relocation assistance and step-by-step guidance to support you in your relocation journey.

We also provide visa sponsorship for our German and Dutch offices. Currently, visa sponsorship for the French office is not possible.

How should I prepare for an interview?

Please go through the job description once again and be ready to ask your questions to help yourself better understand if our environment matches your expectations.

You can visit Instapro Group's other web spaces, such as our LinkedIn page, to get a feel for our vibe.

What does an interviewing process generally look like?

Our interviewing processes can slightly differ depending on the department. The three things that are consistent across every process are a talk with the hiring manager in the early phase of the process, a team interview in the middle, and a culture interview at a later phase of the process. To find out more about our cultural values, you can click here.