At a Glance
- Tasks: Manage customer repair requests and coordinate with engineers to resolve issues efficiently.
- Company: Join Hometree, a leader in sustainable home energy solutions.
- Benefits: Enjoy 33 days holiday, flexible remote work, and a £300 home office allowance.
- Other info: Collaborative culture with regular team socials and opportunities for personal growth.
- Why this job: Be part of a team transforming the energy landscape while supporting homeowners.
- Qualifications: Experience in fast-paced operations and strong organisational skills are essential.
The predicted salary is between 25000 - 25000 £ per year.
Role type: Permanent
Location: Remote First with requirement to attend an office day in Peterborough once a month
Reports to: Repairs Manager, Operations
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: 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.
The Role
We're looking for organised, proactive individuals who thrive in a fast-paced, evolving environment. The Repairs Team is central to our operations, managing customer repair requests across heating, plumbing, electrics, and appliances. Acting as the key link between customers, engineers, and suppliers, you'll ensure issues are resolved efficiently and cost-effectively. While we work remotely, you'll need to be based in or near Peterborough to attend monthly in-person team meetings.
Responsibilities:
- Scheduling: Schedule appointments for engineers to attend customers' properties to evaluate and resolve problems, liaising with both engineers and customers to find a suitable time.
- Inbound Calls: Take inbound calls from engineers on-site to assist them with their queries and provide live support.
- Cost control process: Work through the cost control process with engineers, ensuring that repairs are completed efficiently and economically.
- Appointment scheduling: Check appointments are taking place as scheduled, and where they are not, update the customer and reschedule at the earliest opportunity.
- Assess engineer reports: Following the completion of a visit to determine next steps.
- Ordering: Order parts when needed, scheduling subsequent engineer visits where necessary to complete a fix.
- Outbound Calls: Make outbound calls to keep customers informed as to the status of their claim through each step until it has been resolved to their satisfaction.
- Support: Support other operations teams when they reach out to get more information on repairs or claims.
- Collaboration: Work with our Network team to keep them informed about our engineers' needs and requests.
What we're looking for
Our ideal colleague will exhibit all of the following attributes:
- Experience: 12+ months working in a fast-paced Operations team with high volumes and multiple systems.
- Organisation: Highly organised and able to prioritise operational tasks for the best customer output.
- Initiative: A self-starter with a customer-centric mindset who gets a kick from resolving customers' problems.
- Decision-making: Confidence in making decisions and clearly communicating the reasoning and process behind the outcome.
- Discipline: Disciplined and organised with a keen eye for detail and an ownership mindset.
- Multitasking: Enjoy multitasking and comfortable switching between calls, emails, systems, and tasks.
- Interpersonal skills: Strong interpersonal skills with an engaging and empathetic manner when communicating.
- Resilience: Resilient and able to handle difficult situations calmly and assuredly with customers over the phone.
- Team player: Positive attitude, enjoys working collaboratively to resolve issues.
Perks of the job
- 33 days holiday inclusive of bank holidays pro rata plus your an extra day for your birthday
- 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.
Equal Opportunity Employer
At Hometree, we are committed to creating an inclusive and representative environment. 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.
