Salary: £22,400 increasing to £22,900 upon a successful probation period
Role type: Customer Care Executive
Location: Remote (Peterborough and surrounding areas)
Reporting to: Customer Care & Escalations Team Lead
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.
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.
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. Whether the customer contact initiates from a telephone call, live chat, or WhatsApp, our contact centre team is 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.
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
* Menopause support, including friends & family access
* Cycle to work scheme
* Regular team socials including Summer and Winter parties.
Equal Opportunity Employer: At Hometree, we are committed to creating an inclusive and representative environment. 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.
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