Associate Manager - Homeowner Support

Who you are

You have a natural ability to influence, guide, and support others, even if this is your first formal leadership step. You are ready to take on the challenge of leading a team and ensuring that they meet their goals while providing excellent support to homeowners. You thrive in a role where you can make smart, real-time decisions to balance resources and keep customers satisfied. Your strong communication skills allow you to manage escalations with care and clarity, focusing on fair outcomes for all parties involved. You are proactive in spotting process improvement opportunities and ensuring that feedback is communicated to relevant stakeholders to enhance the homeowner experience. You enjoy collaborating with teams across various functions, including Operations, Product, Legal, and PR, to drive improvements and share insights that help leaders make informed decisions. You are committed to coaching and developing your team members, helping them to perform at their best and grow in their roles.

What you'll do

As the Associate Manager for Homeowner Support, you will lead the daily operations of the Homeowner Support team, ensuring that service level agreements (SLAs) and key performance indicators (KPIs) are consistently met. You will be responsible for making real-time decisions that balance resources effectively while providing exceptional support to homeowners. Your role will involve managing escalations with a focus on clarity and fairness, ensuring that all customer concerns are addressed promptly and effectively. You will work closely with the Workforce Management (WFM) team to improve forecasting, scheduling, and planning processes. Identifying opportunities for process improvements will be a key part of your responsibilities, and you will ensure that these insights are communicated to the relevant stakeholders to enhance the overall homeowner experience. You will collaborate with various teams across the organization, sharing insights and reports that help leaders make better decisions. Additionally, you will coach and develop your team members, fostering an environment where they can thrive and deliver their best work.

What we offer

At Checkatrade, you will be part of a growing company that is dedicated to making a positive impact in the home improvement marketplace. We offer a supportive work environment where you can develop your skills and advance your career. You will have the opportunity to work with a diverse team of professionals who are passionate about helping homeowners find the right tradesperson for their needs. We value great work and attention to detail, and we encourage you to apply even if your experience doesn't match every requirement. Join us in our mission to become the go-to brand for home improvements in the UK.