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
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hometree. 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 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 Repairs Executive in Peterborough
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:Your cover letter is your chance to shine! Tell us why you want to work at Hometree 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!
How to prepare for a job interview at Hometree
✨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.
