Customer Service Advisor (Trade Support )

Are you a confident communicator who thrives on helping others succeed?

As a Trade Support Associate, you'll be the first point of contact for tradespeople using the Checkatrade platform - answering questions, resolving issues, and ensuring they get the best possible value from their membership. You'll be there to guide, advise and empower our members through every interaction.

Whether it's resolving a concern or helping a tradesperson understand how to grow their presence, you'll play a vital role in helping them succeed. By confidently supporting member queries, promoting platform features, and recognising opportunities to add value through upsell recommendations, you'll ensure every member gets the most out of their Checkatrade membership. If you're passionate about delivering excellent service and excited by the opportunity to make a real impact - this could be the perfect role for you.

What you'll be doing

Reporting to the Trade Support Associate Managers, you will:

• Handle a variety of calls, emails and web chats from trade members

• Take ownership of each interaction, using active listening and rapport-building to fully understand the member's needs

• Promote Checkatrade tools, features, and best practices to help tradespeople maximise the value of their membership

• Identify opportunities to add value through upsell, guiding members toward features or upgrades that support their business goals

• Guide members through complex or sensitive scenarios, using objection-handling skills to find fair, commercially-minded outcomes

• Escalate high-risk cases appropriately and collaborate across teams to ensure swift, accurate resolutions

• Share insights and feedback to help improve processes, reduce repeat contact and enhance the overall trade experience

What you'll get

• Salary: £26,500 per annum

• Working hours: 40 hours per week, shifts between 8am-6pm, Monday to Friday

• Career development: Ongoing training, coaching, and personal growth opportunities

• Supportive team: Friendly, inclusive environment where people matter
  

What you'll bring

• 2+ years of experience in customer service, ideally in a membership or B2B environment

• Excellent written and verbal communication skills - clear, calm, and compassionate, even in challenging situations

• Critical thinker and problem solver - you approach every issue methodically and take pride in finding fair, practical solutions

• Comfortable in fast-paced, evolving environments - you embrace change and adapt with ease

• Tech-savvy - confident using GSuite products and customer support systems such as Salesforce Service Cloud and comfortable engaging with AI-powered support tools and knowledge systems to improve response quality and speed

We are an equal opportunities employer that is committed to diversity and inclusion in the workplace.

About us

We're Checkatrade - the UK's leading platform for finding a tradesperson. With more than 50,000 trades listed and over 6 million reviews, we help homeowners get jobs done right and help tradespeople grow their business.

We're growing fast, with big plans to become the go-to brand for home improvements. If you care about great work, take pride in the details, and want to make an impact, you'll fit right in.