At a Glance
- Tasks: Deliver exceptional customer service and manage interactions across multiple channels.
- Company: Join Hometree, a leader in sustainable energy solutions.
- Benefits: 31 days holiday, hybrid working, and wellness support.
- Other info: Dynamic environment with opportunities for growth and collaboration.
- Why this job: Be part of a team transforming the energy landscape for homeowners.
- Qualifications: Passion for customer service and strong communication skills required.
The predicted salary is between 27500 - 32500 £ per year.
Salary: £27,500 - £32,500 pa depending on experience
Role type: Permanent
Location: London, hybrid. The candidate will be required to be in the office on Wednesdays across both shift patterns (more days will be required on an ad-hoc basis)
Reporting to: Operations Team Lead
Working hours: Rotating shift patterns, three weeks / one week:
- Rotating shift pattern Monday to Friday, 9:00 am to 5:30 pm
- Monday to Friday, 10:30 am – 7:00 pm
Bank holidays: the team is open on bank holidays, so you will work them as normal. The exception is Christmas Day and Boxing Day, when the office closes. You get a day in lieu for every bank holiday you work.
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.
Key Achievements:
- £85m+ Capital Raised - We’ve raised over £85m to-date from leading global investors including Legal & General Capital and specialist energy VCs.
- 5 Acquisitions - We've expanded our operations by acquiring four key companies across financing (Hometree Finance - formerly Bewarm), home cover (Your Repair) and energy services (Geowarmth, The Little Green Energy Company and IMS).
- 100k Homes Covered - We cover over one hundred thousand homes across the UK.
- 250+ Employees - We have over 250 passionate employees transforming the industry across the Group, one home at a time.
The Role
Hometree Finance is transforming the UK residential market by offering affordable financing for sustainable upgrades, such as solar energy systems. In this role, you’ll join a dynamic team and support customers during a period of rapid growth. This fast-paced, multi-faceted position offers a unique opportunity to grow within a company dedicated to accelerating the transition to net-zero homes. You’ll enhance the customer journey by managing interactions across multiple channels, delivering exceptional service, and validating documentation to ensure high-quality installations. Additionally, you’ll foster strong relationships with installers, stakeholders, and tech teams to support product offerings, drive process automation, and enable scalability.
Responsibilities:
- Ensure Seamless Customer Experiences: Deliver a smooth, end-to-end operational journey for our customers, enhancing their experience from start to finish.
- Manage Customer Interactions: Handle customer inquiries through phone, email, and chat, prioritising exceptional service across all channels.
- Validate Documentation: Review and confirm the quality of documentation to ensure installations meet high standards, addressing discrepancies as needed.
- Systems and Processes Knowledge: Continuously evaluate existing workflows to identify areas for improvement and adapt to evolving business needs.
- Support Installer Relationships: Build and manage relationships with installers to help them effectively offer Hometree Finance’s products.
- Maintain Process Documentation: Create and update detailed documentation to promote knowledge sharing and operational consistency.
- Foster Stakeholder Collaboration: Build strong connections with internal and external stakeholders, including tech teams, to leverage tools that support process automation and scalability.
What we’re looking for:
- Passion for Customer Service: A genuine enthusiasm for customer service and for engaging with customers on a daily basis.
- Relevant Experience: Previous experience in customer operations.
- Excellent Communication Skills: Strong communication abilities that foster positive, lasting relationships.
- Attention to Detail: A meticulous eye for detail and a commitment to accuracy and compliance.
- Process-Oriented Mindset: Experience in creating, documenting, and refining processes to enhance operational efficiency.
- Collaborative Spirit: A team player who thrives in a small, agile team and actively contributes ideas to improve team and customer experiences.
- Adaptability: We're in a rapid growth phase, with constant change. You need to be comfortable working in this environment.
- Proactive Approach: A "can-do" attitude, embracing challenges and seeking solutions beyond immediate responsibilities.
Extra Credit:
- Data-Driven Decision-Making: Experience using Looker or other reporting tools to support decision-making and drive process improvement.
- Experience managing customer complaints: Familiarity with the processes required to manage customer complaints in a regulatory environment.
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 and task (remote): Engage in a detailed discussion about your past experiences with our Operations Team Lead & Operational Excellence Lead (1 hour).
- Final Interview (in-person): with our Director of Operations and a Managing Director of Hometree Finance (1 hour).
Perks of the job:
- 31 days of holiday per year, including bank holidays (excluding Christmas Day and Boxing Day, when we close).
- Your birthday off, on us, because you should spend the day doing what you love.
- Hybrid working - Spend 2 days per week with your team in our collaborative London office.
- Free boiler & home emergency cover with Hometree, plus a 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 is available 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.
Client Support Executive employer: Hometree Marketplace Limited
Geowarmth is an exceptional employer located in North Shields, offering a dynamic work environment where your passion for plumbing and heating can thrive. With a strong commitment to employee growth through comprehensive training and development opportunities, you will be part of a supportive team dedicated to delivering sustainable energy solutions. Enjoy a competitive salary, generous annual leave, and the chance to contribute to meaningful projects that promote low-carbon living.
Contact Details:
Hometree Marketplace Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Client Support Executive
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hometree Marketplace Limited. 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 Marketplace Limited 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 Client Support Executive
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 Marketplace Limited:Your cover letter is your chance to shine! Tell us why you want to work at Hometree Marketplace Limited 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 Marketplace Limited!
How to prepare for a job interview at Hometree Marketplace Limited
✨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.
