Operations Executive in Peterborough

Salary: £26,000 per annum

Role type: Permanent

Location: Remote First with requirement to attend an office day in Peterborough once a month

Reports to: Customer Operations Team Lead

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: Here, you'll 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.

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: Handle inbound calls from engineers on-site, providing real-time support and assistance with their queries. You will also be required to take inbound calls from customers, ensuring both engineers and customers receive timely and effective support in line with business demand.
• Cost control process: Work through the cost control process with engineers, ensuring that repairs are completed efficiently and economically.
• 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 Customer Operations Team Lead (1 hr)

Perks of the job

We have an ever expanding list of benefits that currently includes:

• 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.

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 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 Employer

At 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 won't 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.