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- Tasks: Engage with customers, analyse feedback, and improve their experience.
- Company: Join Hometree, a leader in sustainable home energy solutions since 2015.
- Benefits: Enjoy 25 days holiday, hybrid working, gym discounts, and a home office allowance.
- Why this job: Be part of a mission-driven team transforming the energy landscape for homeowners.
- Qualifications: Customer service experience, strong communication skills, and a problem-solving mindset required.
- Other info: Remote-first role with occasional office visits; inclusive workplace culture.
The predicted salary is between 21000 - 29000 £ per year.
Salary: 25000 per annum (25500 on probation pass)Role type: Full Time – 37.5 hoursLocation: Remote first in the Peterborough area. You must be willing to travel to the office twice a month.Reporting to: Customer Complaints and Retentions Team Lead OperationsAbout HometreeJoin 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 cost-effectively 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 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. 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.Key Achievements 85m Capital Raised – Weve raised over 85m to-date from leading global investors including Legal & General Capital and specialist energy VCs 6 Acquisitions – Weve expanded our operations by acquiring four key companies across financing (Hometree Finance – formerly Bewarm) home cover (Your Repair) and installations energy services (Geowarmth The Little Green Energy Company IMS and GreenGen). 100k Homes Covered – We cover over one hundred thousand homes across the UK 280 Employees – We have over 250 passionate employees transforming the industry across the Group one home at a timeThe RoleIf you love to understand and improve a customers experience this role could be just for you! With a focus on reviews NPS feedback and social media comments (both where we have got things spot on and sometimes where its not quite gone right) we are looking for a customer focused individual with great problem solving skills. If thats you apply below!Responsibilities:Monitor Feedback: Monitor and respond to customer feedback across reviews and social media platforms (Trustpilot Google Facebook Twitter).Customer Outreach: Proactively contact customers via phone to understand their experience both positive and negative and document key learnings.Journey Analysis: Investigate customer journeys to identify pain points and areas for service or process improvements.Root Cause Analysis: Perform root cause analysis to uncover systemic issues and suggest solutions to internal teams.NPS Engagement: Manage and respond to Promoter calls from NPS surveys; encourage and convert positive experiences into online reviews.Review Platform Liaison: Serve as the main point of contact for customer communication on external review platforms and social media.Impact Reporting: Maintain accurate tracking of customer contacts and review invite reports to showcase your impact.What were looking for:Customer Experience Background: Proven experience in a customer service feedback or complaints handling role.Exceptional Communication: Outstanding verbal and written communication skills youre clear empathetic and professional.Problem-Solving Mindset: Natural problem solver with a mindset for continuous improvement and curiosity.Strong Interpersonal Skills: People enjoy working with you and you thrive in collaborative environments.Analytical Thinking: Confident in root cause analysis and identifying improvements in processes or service standards.Customer Metrics Knowledge: Experience working with customer satisfaction metrics such as NPS or online reviews is highly desirable.Organised and Detail-Oriented: Strong sense of ownership you follow through on every issue.Composed Under Pressure: Calm resilient and solutions-focused when dealing with difficult customer situations.Tool Proficiency: Proficient in tools like Google Sheets Excel and customer service platforms.Our Recruitment Process:Initial Call: Start with an introductory call with our Junior Talent Acquisition Partner to discuss the role and your potential fit. (30 mins)Skills-Based Interview: Engage in a detailed discussion about your past experiences with our Head of Operations and Customer Complaints and Retentions Team Leader(1 hr)Perks of the jobWe have an ever expanding list of benefits that currently includes:25 days holiday plus bank holidays and your birthdayHybrid working – Spend 2 days per week with your team in our collaborative London office (its dog friendly too!)Free boiler & home emergency cover with Hometree plus 40% discount for friends & familyDiscounted gym membership across over 100 UK gyms (independent and chains) and free fitness wellness and nutrition apps.300 Home office allowanceSupport for your mental health and wellbeing via OlivaMenopause support from Stella including friends & family accessCycle to work schemeRegular team socials including Summer and Winter parties.FCA Code of ConductAt 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 EmployerAt 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 Key Skills Campaigns,Animal Care,Anti Money Laundering,Endpoint Security,ABAP,KG Teaching Employment Type : Full Time Experience: years Vacancy: 1
Reviews Executive employer: Dr Jobs
Contact Detail:
Dr Jobs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Reviews Executive
✨Tip Number 1
Familiarise yourself with Hometree's mission and values. Understanding their commitment to sustainability and customer empowerment will help you align your responses during interviews, showcasing your passion for the role.
✨Tip Number 2
Prepare specific examples of how you've handled customer feedback in the past. Highlight instances where your problem-solving skills led to improved customer experiences, as this will resonate well with the hiring team.
✨Tip Number 3
Engage with Hometree on social media platforms. By commenting on their posts or sharing relevant content, you can demonstrate your interest in the company and its initiatives, making you more memorable to the hiring team.
✨Tip Number 4
Research common customer satisfaction metrics like NPS and be ready to discuss how you've used them in previous roles. This knowledge will show that you're not only familiar with the tools but also understand their importance in enhancing customer experience.
We think you need these skills to ace Reviews Executive
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, feedback handling, and problem-solving. Use specific examples that demonstrate your skills in these areas, as they are crucial for the Reviews Executive role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for improving customer experiences. Mention your understanding of Hometree's mission and how your background aligns with their goals. Be sure to include specific instances where you've successfully managed customer feedback.
Showcase Communication Skills: Since exceptional communication is key for this role, ensure your application reflects your verbal and written communication abilities. Use clear and professional language throughout your CV and cover letter.
Highlight Analytical Skills: Demonstrate your analytical thinking by providing examples of how you've conducted root cause analysis or improved processes in previous roles. This will show your potential employer that you can identify and solve problems effectively.
How to prepare for a job interview at Dr Jobs
✨Understand the Company
Before your interview, take some time to research Hometree and its mission. Familiarise yourself with their focus on sustainable energy solutions and how they empower homeowners. This will help you align your answers with their values and demonstrate your genuine interest in the role.
✨Showcase Your Customer Experience Skills
Since the role is centred around customer feedback and experience, prepare examples from your past work that highlight your problem-solving skills and ability to handle customer complaints. Be ready to discuss specific situations where you improved a customer's experience.
✨Prepare for Scenario-Based Questions
Expect questions that assess your analytical thinking and root cause analysis skills. Think of scenarios where you've had to investigate issues or improve processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Demonstrate Communication Skills
As communication is key in this role, practice articulating your thoughts clearly and empathetically. During the interview, ensure you listen actively and respond thoughtfully to questions, showcasing your verbal and written communication abilities.