At a Glance
- Tasks: Support customers with our smart heat pump controller via phone, email, and chat.
- Company: Join the innovative Homely team focused on green energy technology.
- Benefits: Hybrid work, competitive salary, 25 days holiday, and private health cover.
- Other info: Dynamic role with opportunities for growth in renewable energy and technology.
- Why this job: Make a real impact in customer experience while promoting sustainable energy solutions.
- Qualifications: Strong communication skills in English and Dutch, problem-solving mindset, and tech-savvy.
The predicted salary is between 30000 - 30000 £ per year.
We’re looking for a customer support agent to join the Homely team and support customers using our smart heat pump controller. You’ll be the first point of contact for mainly UK-based customers, helping them troubleshoot issues and get the most from their system across phone, email, and chat. This role is ideal for someone who enjoys problem-solving, thinking independently, and taking ownership of customer issues through to resolution. We’re looking for someone who can use their judgement to achieve the best outcome for both the customer and Homely, rather than simply following set processes. You do not need deep experience with heat pump brands, but you should have strong technical understanding and feel comfortable learning new systems, troubleshooting tools, and support processes.
What you’ll do:
- Support customers via phone and online channels
- Troubleshoot and resolve issues related to the Homely controller
- Learn and use internal systems and troubleshooting tools effectively
- Take ownership of issues and manage them through to resolution
- Communicate clearly with customers of different technical abilities
- Work closely with product and engineering teams to improve the customer experience
- Contribute to internal documentation and knowledge sharing
What we’re looking for:
Must-have:
- Strong written and verbal communication skills
- Technical speaking and writing skills in both English and Dutch
- A problem-solving mindset and ability to think independently
- Confidence learning technical systems and troubleshooting processes
- Experience in a customer-facing or support role
- Ability to manage workload and priorities independently
- Confidence interpreting graphs within given parameters
Nice-to-have:
- Experience in renewable energy or green technology
- Familiarity with heat pumps or home energy systems
- Experience supporting technical products
- Experience with tools such as HubSpot or Confluence
- Experience running Python code
Why join us:
Homely is a smart controller designed to make heat pumps easier to use and more efficient. Our goal is to improve the real-world experience of low-carbon heating by helping customers achieve better comfort, lower running costs, and simpler control. We operate across the UK, the Netherlands, and Lithuania focusing on making green energy technology more accessible and user-friendly. Our work sits at the intersection of technology, energy, and customer experience.
What we offer:
- Hybrid role with 3 days per week in our Manchester office
- 37.5 hour working week with variable day lengths depending on demand
- Salary up to £30,000 pa based on experience
- Pension contributions
- 25 days holiday plus bank holidays
- Private health cover
Customer Technical Support in Manchester employer: Homely
Homely is an excellent employer that prioritises employee growth and a supportive work culture, making it an ideal place for those passionate about renewable energy and customer service. With a hybrid working model based in Manchester, employees enjoy a competitive salary, generous holiday allowance, and private health cover, all while contributing to the mission of making green technology more accessible. Join us to be part of a dynamic team that values problem-solving and innovation in the evolving landscape of low-carbon heating.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Technical Support in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Homely. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Homely before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Technical Support in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Homely:Your cover letter is your chance to shine! Tell us why you want to work at Homely specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Homely!
How to prepare for a job interview at Homely
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
