London office

disputes

Customer Disputes Advisor

MyBuilder.com helps homeowners find reliable tradesmen through the power of online reviews. We’re a market leader in the UK and part of IAC, a well known New York based internet group (Tripadvisor, Vimeo, Match.com, Tinder, HomeAdvisor, etc.).

Our customer service team are on the front line at MyBuilder. We are the eyes and ears of the company and the voice of our customers. We help people resolve their issues and turn unhappy users into evangelists. We proudly believe in the service we provide, promoting long-term usage with a keen focus on customer retention. It’s an exciting time for MyBuilder and we’re looking for experienced customer service professionals to join us on the next phase of our journey.

About the role

Home improvement projects can be complicated and things don’t always go according to plan. If a relationship breaks down, our customers turn to us for support. As a Customer Disputes Advisor, you will be responsible for helping our customers resolve their differences. Where possible, we try to patch things up by speaking with both parties and encouraging dialogue. Otherwise, we provide high-quality advice so that both sides can act for themselves. To achieve all this, we expect our advisors to build rapport, manage expectations and deliver clear, effective recommendations, whilst managing a large and varied caseload.

Key responsibilities

Owning escalated cases and managing the customer dispute process. Providing clear and straightforward advice that guides all parties to a resolution. Identifying and escalating high-risk trade accounts for investigation by our Quality team. Maintaining detailed and accurate case records. Helping organisations such as Trading Standards with their investigations. Managing your own caseload alongside other activities such as helping develop policies and procedures.

Who we’re looking for

This is a senior customer service position. While you don’t need specific qualifications for this role, you should have a track record of handling complex customer complaints or disputes. We’re especially interested in meeting people who can demonstrate the following qualities and skills:

  • A natural desire to help others.
  • Balanced and easy-going; able to navigate emotionally charged disputes in a calm and professional manner.
  • Strong interpersonal skills; an effective listener who can give advice to people in challenging situations while displaying genuine empathy.
  • Fantastic written communication skills. You take pride in writing clear, concise emails and know how to adapt your tone to suit each enquiry.
  • Strong organisation and time management skills; comfortable managing a high volume of cases and able to work towards timely resolutions.

Why you’ll love working at MyBuilder

We’ll set you up with a shiny new Mac and a spacious workspace at our lovely Clerkenwell office. As part of a close-knit team, you’ll benefit from regular peer support and feedback to help you succeed and progress in your role at MyBuilder. Most importantly, you’ll be in great company, surrounded by a top-flight team on a mission to make the world a better place, one project at a time. We’ll also add:

  • Competitive salary
  • Company pension
  • Health Cash Plan
  • Group Life Assurance Scheme
  • Cycle to work scheme
  • Season ticket loan
  • 31 days holiday with an extra day for each year served (no cap)
  • Weekly and Monthly social events including 5aside Football, Film Club, Drinks & Dinners
  • Drinks on Friday at our all-hands company celebration meeting

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We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, colour, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, or marital status.

Found your perfect fit?

If this role excites you, send your CV and tell us why you want to work at MyBuilder. No copy and paste cover letters please, they make us sad.

Apply now

Apply for this position

If this role excites you, complete an application and tell us why you want to work at MyBuilder.

Apply now

About the Disputes Team

If a home improvement job doesn’t go to plan, the Disputes team are here to help our customers get things back on track. No matter how big or small the problem, our advisors are dedicated to helping homeowners and tradespeople find solutions. And if we can’t help people resolve their differences, we give the best advice to help our customers understand all of their options.
The Disputes team is part of the Customer Service team at MyBuilder.

Our London Office

Our London office is in the heart of Dickensian Clerkenwell, a short hop from Farringdon station amid some of the best pubs, restaurants and coffee shops in London. Exmouth Market is on our doorstep, but if you just want to hang out in the office, that’s fine too - we have two floors stuffed with high-end tech, an espresso machine, fridges packed with snacks and drinks, and lots of games to play.