Hometree Peterborough, England, United Kingdom
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Hometree Peterborough, England, United Kingdom
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Salary: £23,850 increasing to £24,100 upon successful probation
Role type: Full Time
Location: Remote, in the Peterborough area. Willingness to travel to Peterborough once a month is required.
Reporting to: Customer Care & Escalations Team Lead
Working Pattern: Shift hours between 7:00-19:30, 7.5-hour shifts, with 1 full weekend every 3 weeks on a rota, including Bank Holidays.
About Hometree: Join Hometree Group and be at the forefront of transforming the residential energy landscape. Founded in 2015, we began in the home cover market and now lead the shift towards decentralised, digitised, renewable home energy systems such as heat pumps, solar panels, batteries, EV chargers, and smart controls. Our mission is to empower homeowners to manage energy more efficiently and cost-effectively, setting new standards in energy consumption.
Our divisions include:
* Financial Services: Offering flexible financing options for renewable energy upgrades.
* Energy Services: Working with local installers to provide sustainable energy solutions for net-zero emissions.
* Home Services: Providing coverage plans to maintain home hardware.
We are committed to guiding UK homeowners towards sustainable energy solutions. Join us and support this exciting journey.
Key Achievements:
* £85m+ Capital Raised: From global investors including Legal & General Capital and energy VCs.
* 6 Acquisitions: Expanding through acquisitions in financing, home cover, and energy services.
* 100k Homes Covered: Over one hundred thousand homes across the UK.
* 280+ Employees: A passionate team transforming the industry.
The Role: Our Customer Care team handles customer queries via phone, chat, WhatsApp, and email to deliver outstanding service. Responsibilities include managing customer interactions, supporting claims, rescheduling appointments, and ensuring first-contact resolution.
Responsibilities:
* Provide excellent customer service across multiple channels.
* Maintain high service standards and aim for positive feedback.
* Support customers throughout their journey, from logging claims to issue resolution.
* Develop system and process knowledge for efficient query resolution.
* Build strong relationships with customers, engineers, and stakeholders.
* Collaborate with internal teams to resolve issues promptly.
* Share feedback for continuous improvement.
* Update customer records accurately.
What we’re looking for:
* 12-18 months customer service experience.
* Desire to engage with customers daily.
* Proactive, customer-centric problem solver.
* Highly organized with attention to detail.
* Comfortable multitasking across channels.
* Excellent verbal and written communication skills.
* Empathetic and engaging interpersonal skills.
* Ability to handle pressure calmly.
* Team player with collaborative spirit.
Recruitment Process:
* Initial call with Junior Talent Acquisition Partner (~30 mins).
* Face-to-face competency interview with Head of Operations and Team Lead (~1 hr).
Perks:
* 33 days holiday including bank holidays (pro-rata).
* Remote working with monthly travel to Peterborough.
* Free boiler & home emergency cover + 40% discount for friends & family.
* Discounted gym memberships and wellness apps.
* £500 home office allowance.
* Support for mental health and wellbeing.
* Cycle to work scheme.
* Team socials and events.
FCA Code of Conduct: As a regulated financial organisation, we adhere to FCA standards, ensuring integrity, fair treatment of customers, and market professionalism.
Equal Opportunity Employer: We celebrate diversity and are committed to inclusive hiring, providing equal opportunities without discrimination. #J-18808-Ljbffr