Customer Service Advisor

Instapro Group: Gateshead, UK

If you have a knack for communication, enjoy problem-solving, and thrive in outbound calling, this role is perfect for you. As part of our team, you’ll be reaching out directly to homeowners and tradespeople, making a real difference in their experience with Instapro.

At Instapro, our customer service advisors are essential to driving success through proactive outreach. You'll speak with homeowners to help them post their jobs and follow up with tradespeople, ensuring they get the most out of our platform. Whether you're dialing in to guide users or strengthen relationships, you'll play a critical role in creating outstanding experiences for both sides.

What You'll Be Doing:

• Empowering Homeowners: Proactively call homeowners to guide them through the job posting process, ensuring they provide all the necessary details to find the best-fit tradesperson for their project.
• Supporting Tradespeople: Reach out to both new and established tradespeople to offer tailored advice, helping them optimize their Instapro profiles, increase their job visibility, and leverage the platform’s features to boost their business.
• Boosting Retention: Retain top-quality tradespeople by offering creative and exceptional support that enhances their experience.
• Resolving Issues: Make outbound calls to proactively address and resolve customer complaints from both homeowners and tradespeople. Provide clear, empathetic support, ensuring users feel heard and guiding them toward quick and positive solutions.
• Collaborating Across Teams: Work alongside other departments to develop and trial innovative solutions that enhance the user experience.
• Managing Online Interactions: Reach out to users who leave inquiries or reviews on social media platforms and review sites like Trustpilot. Address their concerns with personal, solution-oriented calls, ensuring our brand's reputation stays strong and users feel valued.

What We’re Looking For:

• 1-3 Years of Customer Service Experience: Previous experience in a fast-paced customer service environment is a plus.
• Top-Notch Communication Skills: You excel in phone-based communication, thriving in conversations where you can build rapport and create a positive experience. Whether it's guiding users through the platform, resolving issues, or answering inquiries, you're skilled at adjusting your tone to suit the situation. You also bring strong communication skills to social media and email, ensuring clarity and a consistent, professional approach across all channels.
• Adaptable: You enjoy the dynamic nature of outbound calling, adjusting to different campaigns and customer needs. Whether you're reaching out to homeowners with specific questions or supporting tradespeople with tailored advice, you’re quick to adapt to changing priorities and new challenges, always staying flexible to ensure the best outcome for both users and the business.
• Tech-Savvy: You quickly learn new software, tools, and processes, staying up-to-date with evolving technologies.
• Organized & Detail-Oriented: You can handle multiple tasks, prioritize effectively, and thrive in a busy environment while maintaining a high level of attention to detail.
• Problem-Solver: You're confident under pressure, with an empathetic approach to resolving issues and the ability to turn unhappy users into loyal advocates.

Why You’ll Love Working with Us:

At Instapro, we hire people who are passionate, enthusiastic, and ready to make an impact. In return, we offer a range of fantastic benefits to ensure you feel valued and supported.

Perks & Benefits:

• Work-Life Balance: Monday to Friday daytime hours—no evenings, no weekends! Plus, benefit from a hybrid/remote work environment that lets you work from the comfort of your home, giving you the flexibility to manage your schedule and responsibilities with ease.
• Generous Hybrid & Commuting Allowance to help with transport costs
• 33 Days Paid Holiday (including bank holidays) + an annual bonus leave day on your 5th, 8th, 10th, 15th, and 20th work anniversaries (up to 5 bonus days!)
• 5% Employer Pension Contribution to help secure your future
• Comprehensive Private Medical Insurance with AXA, for your health and peace of mind
• Routine Health Treatments Cash Plan to cover dental, optical, and other health-related costs
• Enhanced Parental Leave for when it’s time to grow your family
• Training & Development Support to help you grow your skills and career

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

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