Customer Care Executive

Salary: £25,000 per annum
Role type: Customer Care Executive
Location: Remote (Peterborough, Stoke on Trent and surrounding areas)
Reporting to: Customer Care & Escalations Team Lead

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.

UK's third-largest home cover provider: our latest acquisition makes us the third-largest provider of home cover in the UK.

7 Acquisitions: We have expanded our operations by acquiring 6 key companies across financing (Hometree Finance - formerly Bewarm), Home Cover (Your Repair) and energy services (Geowarmth, The Little Green Energy Company, IMS and Green Gen). And we have most recently announced the acquisition of OVO Home Services and CORGI Homeplan (subject to FCA approval).

500k Homes Covered: We cover over 500 hundred thousand homes across the UK.

550+ Employees: We have over 550 passionate employees transforming the industry across the Group, one home at a time.

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 when they need us the most. Whether the customer contact initiates from a telephone call, live chat or Whats App our contact centre team are 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 customers 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, Whats App, 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…