London office

disputes

Customer Disputes Advisor

MyBuilder.com helps homeowners find reliable tradespeople 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 (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 enjoy working at MyBuilder

We offer all our employees the option to work remotely, in the office or hybrid. Whichever option you choose, we’ll give you a laptop with all the kit you need to work effectively. You’ll also get to spend quality time with your colleagues and meet your manager 1:1 on monthly office days.

We’ll also add:

  • 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 and remote working options
  • Travel allowance for office and hybrid team members
  • Subsidised office lunch
  • Annual personal development grant + days off
  • Generous new hire referral bonus

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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.

How to apply

We have filled this role and are not currently looking. However you are welcome to send in your CV for us to keep on file.

This position is closed

Sorry, this position is closed. Please see other roles listed here.

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.