At a Glance
- Tasks: Manage customer repair requests and coordinate with engineers to resolve issues efficiently.
- Company: Join Hometree, a forward-thinking company focused on customer satisfaction and teamwork.
- Benefits: Enjoy 33 days holiday, flexible remote work, and a £300 home office allowance.
- Other info: Monthly team meetings in Peterborough and opportunities for career growth.
- Why this job: Be the key link in a dynamic team, making a real difference for customers.
- Qualifications: Experience in fast-paced operations and strong organisational skills are essential.
The predicted salary is between 25000 - 25500 £ per year.
Location: Remote First with requirement to attend an office day in Peterborough once a month.
Reports to: Repairs Manager, Operations.
Salary: £25,000 per annum (£25,500 on probation pass).
Role type: Permanent.
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
- 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.
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
- 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 and access to 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.
Regulatory & Equal Opportunity
- FCA Code of Conduct: At Hometree, we prioritise ethical conduct and regulatory compliance. As a regulated financial services organisation, we operate under the guidelines set forth by the Financial Conduct Authority (FCA). We expect team members to embrace the FCA Code of Conduct obligations to ensure fair treatment of customers and market integrity.
- Equal Opportunity Employer: We are committed to an inclusive environment and we will not discriminate in hiring or employment.
Seniority level: Entry level
Employment type: Full-time
Job function: Business Development and Sales
Industries: Utilities
Repairs 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 Repairs Executive in Peterborough
✨Tip Number 1
Get to know the company! Research Hometree and understand their values, mission, and the specifics of the Repairs Executive role. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers and engineers, being able to articulate your thoughts clearly is key. Try mock interviews with friends or family to get comfortable with common questions.
✨Tip Number 3
Show off your organisational skills! During interviews, share examples of how you've successfully managed multiple tasks or resolved customer issues efficiently. This will demonstrate that you can thrive in a fast-paced environment like Hometree.
✨Tip Number 4
Don’t forget to follow up! After your interviews, send a thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you top of mind for the hiring team.
We think you need these skills to ace Repairs Executive in Peterborough
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Repairs Executive role. Highlight your experience in fast-paced operations and how you’ve successfully managed customer queries in the past. We want to see how you fit into our team!
Show Off Your Organisational Skills:Since this role requires a lot of multitasking, give us examples of how you've juggled multiple tasks before. Whether it’s scheduling appointments or managing calls, let us know how you keep everything running smoothly!
Be Customer-Centric:We love candidates who have a strong customer focus. Share stories that demonstrate your ability to resolve issues and communicate effectively with customers. Show us that you’re the kind of person who gets a kick out of helping others!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get the ball rolling on your journey to join our team at Hometree.
How to prepare for a job interview at Hometree
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Repairs Executive role. Familiarise yourself with the responsibilities like scheduling appointments and handling inbound calls. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Show Off Your Organisational Skills
Since this role requires a high level of organisation, be prepared to discuss specific examples from your past experiences where you successfully managed multiple tasks or projects. Highlight how you prioritised tasks to achieve the best customer outcomes.
✨Demonstrate Your Customer-Centric Mindset
Hometree values a customer-centric approach, so think of instances where you've gone above and beyond to resolve customer issues. Be ready to explain your thought process and how you ensure customer satisfaction, especially in challenging situations.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions during the skills-based interview. Practice responding to potential situations you might face as a Repairs Executive, such as dealing with a frustrated customer or coordinating with engineers. This will showcase your decision-making skills and resilience.
