Network Executive in Stoke-on-Trent

Salary: £25,000 - £30,000 per annum

Role type: Permanent

Location: Remote Working, Hometree Network Responsibility, Travel to Peterborough and Stoke-on-Trent

Reporting to: Claims Operations Manager

YourRepair, now part of Hometree following its acquisition in 2022, was founded to provide high-quality, customer-focused home and boiler care plans across the UK. With years of expertise in plumbing and gas engineering, YourRepair offers fixed-price plans covering boilers, heating, plumbing, and electrical systems for homeowners and landlords alike.

Hometree is a leading UK residential energy services company, supporting households with the installation, financing, and maintenance of low-carbon technologies and essential home services.

The network executive role is designed to right-size and maintain our engineer network across the UK, ensuring that we always have enough coverage across Hometree to fulfil all customer servicing and repair requirements, as well as driving strong customer satisfaction and commercial results. Travel to both sites (Stoke and Peterborough) plus Head Office is essential, and you will also be expected to visit engineers nationwide.

Responsibilities

• Network Growth: Expand the engineer network in line with customer demand, using data insights to ensure strong range and density across all UK postcodes.
• Preferred Partner Expansion: Grow the preferred engineer base proportionately to overall network growth to maintain a reliable and high-performing pool.
• Performance Management: Monitor engineer performance to ensure exceptional service and KPI compliance, removing underperformers promptly.
• Compliance Oversight: Ensure all engineers maintain valid Gas Safe registrations, insurance, and required documentation through regular audits.
• Relationship Building: Develop and sustain strong relationships with all engineers, promoting collaboration, engagement, and loyalty.
• Issue Resolution: Act as the main escalation point for network-related challenges, ensuring timely and effective support for engineers and internal teams.
• Customer Satisfaction: Continuously assess engineer performance to maintain high customer satisfaction, providing feedback and implementing improvement plans.
• Process Improvement: Collaborate with Product and IT teams to refine systems, tools, and processes that enhance engineer efficiency and service quality.
• Cost Management: Implement cost-control measures, monitor claim spend trends, and identify opportunities to maintain and improve profitability.
• Financial Recovery: Lead the recovery of costs from closure paid jobs and complaint payment clawbacks, working closely with business teams to maintain financial discipline.

What we’re looking for

• Claims Experience: Previous experience in claims operations is preferred, with a solid understanding of end-to-end claims processes.
• Commercial Awareness: Strong understanding of cost controls, relationship management, and delivering an excellent customer experience.
• Data Analysis: Skilled in analysing and interpreting data to generate insights that drive informed decisions and operational improvements.
• Regulatory Knowledge: Familiarity with Gas Safe regulations and compliance standards to ensure adherence across the engineer network.
• Technical Proficiency: Tech-savvy with experience collaborating with IT and Product teams to enhance systems, tools, and workflows.
• Proactive Mindset: Solutions-focused approach with the ability to anticipate challenges and implement effective actions.
• Organisational Skills: Highly organised with exceptional attention to detail and the ability to manage multiple priorities effectively.
• Customer Focus: Capable of balancing operational efficiency with a strong commitment to customer satisfaction and service quality.
• Interpersonal Skills: Excellent communication, negotiation, and stakeholder management abilities to build strong professional relationships.
• Adaptability: Comfortable working in a fast-paced, evolving environment, maintaining composure and effectiveness under pressure.

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 Claims Operations Manager (1 hr)
• Final Interview: A final interview with our Director of Customer Operations (30mins)

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.

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.