At a Glance
- Tasks: Deliver outstanding customer service via phone, email, and live chat.
- Company: Join Hometree, a leader in sustainable energy solutions.
- Benefits: Enjoy 33 days holiday, flexible remote work, and a £500 home office allowance.
- Other info: Collaborative environment with regular team socials and strong focus on wellbeing.
- Why this job: Be part of a team transforming the energy landscape while helping customers daily.
- Qualifications: 12-18 months customer service experience and excellent communication skills.
The predicted salary is between 23850 - 24100 £ per year.
Salary: £23,850 increasing to £24,100 upon a successful probation period
Role type: Full Time
Location: Remote, in the Peterborough area. You must be willing to travel to Peterborough once a month.
Reporting to: Customer Care & Escalations Team Lead
Working Pattern: Working shifted hours between 7:00-19:30 (7.5 hour shifts) with 1x full weekend every 3 weeks on a rota basis including Bank Holidays.
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 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
Our Customer Care team will solve most of our customers’ queries at the first point of contact to ensure we deliver a market leading customer experience when they need us the most. Whether the customer contact initiates from a telephone call, live chat or WhatsApp, our contact centre team are the customers' first point of contact for support and assistance. The team supports customers with questions and information around a number of areas including requesting a new repair visit, updating on open and existing claims or a customer's annual service visit. Sometimes things don’t always go to plan, and our frontline Customer team supports customers at this time, whether that be finding out the location of an engineer who has been delayed on their previous job or rescheduling appointments to a time that works for the customer.
Responsibilities
- Deliver Outstanding Customer Service: Handle all inbound queries from customers via phone, email, WhatsApp, and live chat, ensuring exceptional service at every touchpoint.
- Uphold Company Service Standards: Maintain high standards to deliver a great customer experience, aiming for positive feedback from all interactions.
- Manage Customer Touchpoints: Support customers at every stage of their journey, from logging claims through to delivery, ensuring each contact is resolved to their satisfaction.
- Master Systems and Processes: Develop a deep understanding of our systems and processes to efficiently resolve customer queries on the first contact.
- Build Strong Relationships: Foster strong connections with customers, engineers, and key stakeholders to ensure positive outcomes for all interactions.
- Collaborate with Business Functions: Work closely with teams like Sales, Repairs, Escalations, and the Engineer Network to deliver fast, clear, and professional resolutions, while continuously improving our processes.
- Provide Feedback and Recommendations: Proactively share feedback and suggestions to enhance processes, systems, and overall customer experience.
- Continuously Improve Skills: Look for opportunities to expand your knowledge, industry expertise, and customer service abilities.
- Update Systems: Make necessary updates and changes to customer accounts upon request, ensuring accuracy and efficiency.
What we’re looking for
- Customer Service Experience: 12-18 Months experience working in a customer service environment, providing a solid foundation for delivering exceptional service.
- Desire to Work Closely with Customers: A strong ambition to engage with customers daily, ensuring their needs are met and their concerns are addressed.
- Confident Self‑Starter: A proactive problem‑solver with a customer‑centric mindset, finding satisfaction in resolving customer issues quickly and efficiently.
- Disciplined and Organised: Highly detail‑oriented with an ownership mindset, ensuring every aspect of service delivery is thoroughly addressed.
- Adaptive Multitasker: Comfortable switching between calls, chats, emails, and systems, while managing multiple tasks effectively.
- Excellent Communication Skills: Clear and concise verbal and written communication abilities, essential for interacting with customers and stakeholders.
- Strong Interpersonal Skills: Engaging and empathetic in all forms of communication, whether over the phone, in person, or in writing.
- Resilient Under Pressure: Ability to calmly and confidently handle difficult customer situations, working towards the best possible outcome.
- Collaborative Team Player: Enjoys working with colleagues to resolve issues, ensuring a seamless and efficient service experience.
Our Recruitment Process
- Initial Call: Start with an introductory call with our Junior Talent Acquisition Partner to discuss the role and your potential fit (30 mins).
- Skills Based Interview: Meet our Head of Operations and Customer Care Team Lead to share your experience in customer services (1 hr).
Perks of the job
- 33 days holiday inclusive of bank holidays pro rata.
- 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.
- £500 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.
Customer Care Executive in Peterborough employer: Hometree
As a Sales & Renewals Executive, you will thrive in a dynamic and supportive work culture that prioritises employee satisfaction and growth. Our company offers competitive salaries, comprehensive training programmes, and ample opportunities for career advancement, all while fostering a collaborative environment where your contributions are valued. Join us in a location that not only boasts a vibrant community but also provides unique advantages for personal and professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Executive in Peterborough
✨Tip Number 1
Get to know Hometree! Research the company and its values. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of their mission.
✨Tip Number 2
Practice your customer service scenarios. Think about how you'd handle tricky situations or difficult customers. We want to see your problem-solving skills shine through!
✨Tip Number 3
Network with current employees if you can. They can give you insider tips on what it's like to work at Hometree and what the interviewers are really looking for.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and keen to join the team.
We think you need these skills to ace Customer Care Executive in Peterborough
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Care Executive role. Highlight your customer service experience and how it aligns with our mission at Hometree. We want to see how you can contribute to transforming the residential energy landscape!
Show Your Passion:Let your enthusiasm for customer care shine through in your application. We love candidates who are genuinely excited about helping customers and making a difference. Share any relevant experiences that showcase your commitment to outstanding service.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate well-structured applications that make it easy for us to see your skills and experiences at a glance.
Apply Through Our Website:We encourage you to submit your application directly through our website. This way, you’ll ensure it reaches the right people quickly. Plus, it’s the best way to stay updated on your application status!
How to prepare for a job interview at Hometree
✨Know Your Stuff
Before the interview, make sure you understand Hometree's mission and values. Familiarise yourself with their services and recent achievements. This will not only show your enthusiasm but also help you answer questions more effectively.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences that highlight your customer service skills. Think about times when you resolved a difficult situation or went above and beyond for a customer. Be ready to discuss these scenarios in detail.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. Make sure to listen carefully to the questions being asked and respond thoughtfully. This will show that you value communication, which is crucial for a Customer Care Executive role.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or how success is measured in the role. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.
