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 a competitive salary, 33 days holiday, and remote work flexibility.
- Other info: Dynamic role with opportunities for growth in a rapidly evolving industry.
- Why this job: Be part of a transformative team making homes more energy-efficient and sustainable.
- Qualifications: Experience in fast-paced operations and strong organisational skills required.
The predicted salary is between 25000 - 25000 £ per year.
Salary: £25,000 per annum (£25,500 on probation pass)
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.
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.
Shift patterns available: Full time (37.5 hrs), 7.5 hour shifts on rotation, with working hours between 8:00-19:30 (including 1 full weekend in 3-4 on rotation).
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. You might be required to take customer calls depending on the demand and the business requirements.
- 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, and communicate claim rejections to customers, explaining the reasons and exploring alternative solutions if applicable.
- 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 and work with our Tech and Product teams to improve existing processes and tools and improve the automation of our processes.
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, ensuring no stone is left unturned in delivering great service.
- 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 on the phone, in person, or in writing.
- Resilience: Resilient and able to handle difficult situations calmly and assuredly with customers over the phone, working to find the best outcome.
- Team player: Positive attitude, enjoys working collaboratively to resolve issues, and stays calm and focused on resolving the issue for customers and engineers.
Extra Credit:
Similar experience in insurance, maintenance and repairs company.
Our Recruitment Process:
- Initial Call: Start with an introductory call with our Junior Talent Acquisition Specialist to discuss the role and your potential fit. (30 mins)
- Skills-Based Interview: Engage in a detailed discussion about your past experiences with our Repairs Manager (1 hr)
- Final Interview: Final interview with a member of senior management or our senior leadership team (30mins)
Perks of the job:
We have an ever expanding list of benefits that currently includes: 33 days holiday inclusive of...
Remote Repairs Executive in Brighton employer: Hometree Group
Hometree Group is an exceptional employer that champions innovation and sustainability in the residential energy sector. With a remote-first work culture complemented by monthly team meetings in Peterborough, employees enjoy flexibility while contributing to meaningful projects that empower homeowners. The company offers extensive growth opportunities, a supportive environment, and a comprehensive benefits package, making it an ideal place for those passionate about transforming the energy landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Repairs Executive in Brighton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hometree Group. 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 Hometree Group 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 Remote Repairs Executive in Brighton
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 Hometree Group:Your cover letter is your chance to shine! Tell us why you want to work at Hometree Group 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 Hometree Group!
How to prepare for a job interview at Hometree Group
✨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.
