Associate Manager - Homeowner Support

At Checkatrade, we're building the UK's go-to home improvement marketplace. Every day, we help millions of homeowners find the right tradesperson for the job, fast, fair, and without the faff.

As our next Homeowner Support - Associate Manager, you'll play a key role in making that happen. From leading day-to-day operations to shaping a smoother customer journey, your work will help homeowners feel supported, heard, and confident when it matters most.

Forget long lists. Here's what you'll actually spend your time on:

• Leading the daily running of the Homeowner Support team, making sure SLAs and KPIs are met

• Making smart, real-time decisions to keep resources balanced and customers supported

• Managing escalations with care, clarity, and a focus on fair outcomes

• Working closely with WFM to improve forecasting, scheduling, and planning

• Spotting process improvement opportunities and ensuring these are fed back to the relevant stakeholders to help improve the Homeowner experience to improve how we work and turning ideas into action

• Collaborating with teams across Operations, Product, Legal, PR and OpCo

• Sharing insights, reports and recommendations that help leaders make better decisions

• Coaching and developing Associates and Specialists so they can do their best work
  

It's not about ticking every box. It's about turning up curious, ready to crack on.

You'll do well here if you bring:

• A natural ability to influence, guide and support others, even if this is your first formal leadership step

• Strong communication and problem-solving skills, especially in tricky situations

• Confidence using performance data to spot trends and shape decisions

• A customer-first mindset and a genuine desire to improve the homeowner experience

• The ability to stay calm, focused and effective in a fast-paced environment

We believe great work deserves great rewards. Here's just a taste:

• Competitive salary

• Health, wellbeing and learning support

• Gym membership, Smart Tech Scheme and Cycle Scheme

• Birthday or special day leave

• Buy and sell holiday scheme

• 1 week's paid charity leave, and much more

How we'll get to know each other:

• Stage 1: 30 minute interview with a Talent Acquisition Specialist

• Stage 2: 45 minute interview with the Hiring Manager, focusing on your experience and motivation

• Stage 3: 45 minute cross functional stakeholder interview

• Stage 4: 45-minute presentation interview. You'll be asked to prepare a short slide deck in advance

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.