Customer Care Executive

Salary: 22400 increasing to 22900 upon a successful probation period
Role type: Customer Care Executive
Location: Remote (Peterborough and surrounding areas)
Reporting to: Customer Care & Escalations Team Lead

Join Hometree Group and be at the forefront of transforming the residential energy landscape. Founded in 2015 Hometree began its journey in the home cover market. Today We are spearheading the shift towards a future where home energy systems are decentralised digitised and reliant on renewable sources such as heat pumps solar panels batteries EV chargers and smart controls. This innovative approach is not just about sustainability; its about empowering homeowners to manage their energy more efficiently and costeffectively thereby setting new standards in energy consumption.

We operate across three dynamic divisions:

Financial Services: Here youll contribute to offering flexible financing options that make it feasible for homeowners to embrace renewable energy technologies and make essential upgrades.

Energy Services: Be part of our extensive network of local installation businesses that equip homeowners with the cuttingedge sustainable energy solutions necessary for reaching netzero emissions.

Home Services: Help maintain the comfort and functionality of homes with comprehensive coverage plans that protect the essential hardware in the home.

At Hometree Group we are committed to guiding UK homeowners on their journey towards more sustainable energy solutions and we need passionate individuals to support them at every step. Join us during this exciting time and play a pivotal role in a business that supports sustainable homeownership in alignment with their readiness and needs.

85m Capital Raised Weve raised over 85m todate from leading global investors including Legal & General Capital and specialist energy VCs

5 Acquisitions Weve expanded our operations by acquiring four key companies across financing (Hometree Finance formerly Bewarm) home cover (Your Repair) and energy services (Geowarmth The Little Green Energy Company and IMS).

100k Homes Covered We cover over one hundred thousand homes across the UK

250 Employees We have over 250 passionate employees transforming the industry across the Group one home at a time

Our Customer Care team will solve most of our customers queries at the first point of contact to ensure we deliver a market leading customer experience when they need us the most. Whether the customer contact initiates from a telephone call live chat or WhatsApp our contact centre team are the customers first point of contact for support and assistance The team supports customers with questions and information around a number of areas including requesting a new repair visit updating on open and existing claims or a customers annual service visit. Sometimes things dont always go to plan and our frontline Customer team supports customers at this time whether that be finding out the location of an engineer who has been delayed on their previous job or rescheduling appointments to a time that works for the customer.

Responsibilities:

• Deliver Outstanding Customer Service: Handle all inbound queries from customers via phone email WhatsApp and live chat ensuring exceptional service at every touchpoint.

• Uphold Company Service Standards: Maintain high standards to deliver a great customer experience aiming for positive feedback from all interactions.

• Manage Customer Touchpoints: Support customers at every stage of their journey from logging claims through to delivery ensuring each contact is resolved to their satisfaction.

• Master Systems and Processes: Develop a deep understanding of our systems and processes to efficiently resolve customer queries on the first contact.

• Build Strong Relationships: Foster strong connections with customers engineers and key stakeholders to ensure positive outcomes for all interactions.

• Collaborate with Business Functions: Work closely with teams like Sales Repairs Escalations and the Engineer Network to deliver fast clear and professional resolutions while continuously improving our processes.

• Provide Feedback and Recommendations: Proactively share feedback and suggestions to enhance processes systems and overall customer experience.

• Continuously Improve Skills: Look for opportunities to expand your knowledge industry expertise and customer service abilities.

• Update Systems: Make necessary updates and changes to customer accounts upon request ensuring accuracy and efficiency.

What were looking for:

• Customer Service Experience: 1218 Months experience working in a customer service environment providing a solid foundation for delivering exceptional service.

• Desire to Work Closely with Customers: A strong ambition to engage with customers daily ensuring their needs are met and their concerns are addressed.

• Confident SelfStarter: A proactive problemsolver with a customercentric mindset finding satisfaction in resolving customer issues quickly and efficiently.

• Disciplined and Organised: Highly detailoriented with an ownership mindset ensuring every aspect of service delivery is thoroughly addressed.

• Adaptive Multitasker: Comfortable switching between calls chats emails and systems while managing multiple tasks effectively.

• Excellent Communication Skills: Clear and concise verbal and written communication abilities essential for interacting with customers and stakeholders.

• Strong Interpersonal Skills: Engaging and empathetic in all forms of communication whether over the phone in person or in writing.

• Resilient Under Pressure: Ability to calmly and confidently handle difficult customer situations working towards the best possible outcome.

• Collaborative Team Player: Enjoys working with colleagues to resolve issues ensuring a seamless and efficient service experience.

Our Recruitment Process:

• Initial Call: Start with an introductory call with our Junior Talent Acquisition Specialist to discuss the role and your potential fit. (30 mins)

• Assessment day Group activity and Competency based interview F2F: Take part in our group activity. Following this you will engage in a detailed discussion about your past experiences with our Customer Care Team Lead (1 hr)

We have an ever expanding list of benefits that currently includes:

• 33 days holiday inclusive of bank holidays pro rata

• Flexible remote working with requirement to attend our Peterborough office on a monthly basis

• Free boiler & home emergency cover with Hometree plus 40% discount for friends & family

• Discounted gym membership across over 100 UK gyms (independent and chains) and free fitness wellness and nutrition apps.

• 500 Home office allowance

• Support for your mental health and wellbeing via Oliva

• Menopause support from Stella including friends & family access

• Cycle to work scheme

• Regular team socials including Summer and Winter parties.

FCA Code of Conduct

At Hometree we prioritise ethical conduct and regulatory compliance. As a regulated financial services organisation we operate under the strict guidelines and regulations set forth by the Financial Conduct Authority (FCA). We are committed to maintaining the highest standards of integrity and professionalism in all aspects of our business.

As a prospective member of our team you will be expected to fully embrace and adhere to the FCA Code of Conduct obligations. These obligations are designed to ensure the fair treatment of customers the preservation of market integrity and the promotion of healthy competition within the financial services industry.

Equal Opportunity Employer

At Hometree we are committed to creating an inclusive and representative environment. We know that different experiences perspectives and backgrounds make for a better workplace and a better planet. Together we celebrate differences and promote a culture where you can bring your full self to work.

We promise to give you the same opportunities as everyone else and we wont discriminate against you at any point in the hiring process or the working day. This includes how we source talent our interview process our conditions of employment feedback and everything in between