Salary: £23,795.00 per annum
Role type: Permanent, Full Time
Location: Stoke-on-Trent, On-site
Reporting to: Customer Service Manager
About Hometree
Join Hometree 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: Offering flexible financing options for homeowners to embrace renewable energy technologies and make essential upgrades.
Energy Services: Part of our extensive network of local installation businesses that equip homeowners with sustainable energy solutions necessary for reaching net-zero emissions.
Home Services: Maintaining comfort and functionality of homes with comprehensive coverage plans that protect essential hardware.
The Role
YourRepair, now part of Hometree as of 2023, provides high-quality, customer-focused home and boiler care plans across the UK. With expertise in plumbing and gas engineering, YourRepair offers fixed-price plans that cover boilers, heating, plumbing, and electrical systems for homeowners and landlords alike. Our UK-based, 24/7 support team ensures rapid response and peace of mind.
As a Customer Service Advisor at Your Repair, you'll assist customers via phone, email, or chat, resolving complaints and answering inquiries with professionalism. You'll process orders, returns, and exchanges while maintaining accurate customer records. Collaborating with the team, you'll address issues, gather feedback, and help improve service quality, all while meeting high standards for responsiveness and customer satisfaction.
Shift Patterns:
* Monday to Friday: Shifts between 8:00 AM - 7:00 PM (flexible hours within this range)
* Saturdays: 1 Saturday in 3, from 9:00 AM - 5:00 PM
Responsibilities:
* Customer Communication: Answer customer questions and provide assistance through phone, email, or chat in a friendly and professional manner.
* Complaint Resolution: Handle customer complaints or issues, ensuring they are resolved quickly and effectively.
* Product Knowledge: Maintain knowledge of products and services to assist customers with inquiries.
* Order Processing: Assist with processing orders, returns, and exchanges.
* Customer Records: Update customer information and keep records accurate.
* Team Collaboration: Work with team members to resolve customer issues and improve service delivery.
* Customer Feedback: Collect customer feedback and report common issues to supervisors.
* Meeting Service Expectations: Ensure responses are within service expectations for timeliness and professionalism.
What we’re looking for:
* Customer Service Experience: 12-18 Months experience in a customer service environment.
* Desire to Work Closely with Customers: A strong ambition to engage with customers daily.
* Confident Self-Starter: A proactive problem-solver with a customer-centric mindset.
* Disciplined and Organised: Detail-oriented with an ownership mindset.
* Adaptive Multitasker: Comfortable managing multiple tasks effectively.
* Excellent Communication Skills: Clear verbal and written communication abilities.
* Strong Interpersonal Skills: Engaging and empathetic in communication.
* Resilient Under Pressure: Ability to handle difficult customer situations calmly.
* Collaborative Team Player: Enjoys working with colleagues to resolve issues.
* Proficient in IT: High proficiency in IT and common software applications.
* Positive Attitude: A proactive and solution-focused mindset.
Our Recruitment Process:
* Initial Call: Introductory call with our Junior Talent Acquisition Specialist.
* Skills-Based/Final Interview: Discussion about past experiences with our Customer Service Manager.
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 set forth by the Financial Conduct Authority (FCA).
Equal Opportunity Employer
At Hometree, we are committed to creating an inclusive and representative environment.
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