Customer Care Executive

Salary: £25,000 per annum Role type: Customer Care Executive Location: Remote (Peterborough, Stoke on Trent and surrounding areas) Reporting to: Customer Care & Escalations Team Lead About Hometree 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; it's about empowering homeowners to manage their energy more efficiently and cost-effectively, thereby setting new standards in energy consumption. We operate across three dynamic divisions: Financial Services: Here, you'll 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 cutting-edge, sustainable energy solutions necessary for reaching net-zero 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. Key Achievements 🏆 UK's third-largest home cover provider: our latest acquisition makes us the third-largest provider of home cover in the UK. 🏆 7 Acquisitions - We've expanded our operations by acquiring 6 key companies across financing (Hometree Finance - formerly Bewarm), Home Cover (Your Repair) and energy services (Geowarmth, The Little Green Energy Company, IMS and GreenGen). And we have most recently announced the acquisition of OVO Home Services and CORGI Homeplan (subject to FCA approval). 🏆 500k Homes Covered - We cover over 500 hundred thousand homes across the UK 🏆 550+ Employees - We have over 550 passionate employees transforming the industry across the Group, one home at a time The Role 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 don’t 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 we’re looking for: Customer Service Experience: 12-18 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 Self-Starter: A proactive problem-solver with a customer-centric mindset, finding satisfaction in resolving customer issues quickly and efficiently. Disciplined and Organised: Highly detail-oriented 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. Shift patterns available: Full time (37.5 hrs) Working shifted hours between the hours of 7:00-19:30 (7.5 hour shifts) with 1x full weekend every 3 weeks on a rota basis including Bank Holidays 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) Skills-Based Interview: Engage in a detailed discussion about your past experiences with our Customer Care Team Lead (1 hr) Perks of the job 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. £300 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 won't 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