Remote Repairs Executive

Salary: £25,000 per annum (£25,500 on probation pass)
Role type: Permanent
Location: Remote First with requirement to attend an office day in Peterborough once a month
Reports to: Repairs Manager, Operations

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 home ownership 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
🏆 6 Acquisitions - We've expanded our operations by acquiring four key companies across financing (Hometree Finance - formerly Bewarm), home cover (Your Repair) and installations energy services (Green

GenUK, Geowarmth, The Little Green Energy Company and IMS)
🏆 100k Homes Covered - We cover over one hundred thousand homes across the UK
🏆 280+ Employees - We have over 280 passionate employees transforming the industry across the Group, one home at a time

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…