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.
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 Instapro 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 Instapro 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 Instapro
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
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.
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 a supportive and open culture designed to help our team members thrive.
These are the benefits you'll enjoy:
33 days holiday (including bank holidays) + 1 annual bonus leave day after 5, 8, 10, 15 and 20 work anniversaries (capped at 5 bonus leave days)
5% employer pension contribution
Comprehensive private medical insurance with AXA
Routine treatments health cash plan
Enhanced parental leave
Hybrid work environment (two days per week working from the office)
Training support
Generous hybrid allowance
Commuting allowance for office days
These are the values that guide everything we do:
Read our values in full here
Interested in applying? Submit your application below and we will get back to you.
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Your application has been successfully submitted!
You need to be based in one of our office locations or be willing to relocate to one of them.
We have a hybrid-work model, 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 to come to the office more regularly. You can have a look at what locations we are active in via the button below.
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.
Our interviewing processes can differ slightly depending on the department. The three steps that are consistent for every vacancy are a talk with the hiring manager at the beginning, a team interview in the middle, and an elevator interview at a later phase of the process. The best way to prepare for an elevator interview is to go over our values.
