Operations Associate

3 months ago

London, United Kingdom Nesta Full time

**Operations Associate**
- Employees can work remotely
- Full-time

**Company Description**

**About Furbnow**

Furbnow is a retrofit service for homeowners looking to start their journey to reducing their energy bills and carbon emissions, and having a warmer home. Customers want impartial advice and clear information on what will work for their home and lifestyle, how they can stage the work to fit their budget and minimise disruption. They want help finding installers and support if something goes wrong.

More detail on Furbnow can be found on our website.

Furbnow helps homeowners with a service that:
provides a whole home retrofit plan to achieve your goals for your home

gets them underway with their project: connects homeowners with trustworthy installers, provides a contract, a warranty for the work and a Retrofit Coordinator to oversee the project

monitors energy performance to see how the project has affected your energy and provides annual inspection of any work completed

**Mission + Vision**

We believe that Furbnow can transform the retrofit and energy efficiency industry and improve the homes of millions in the UK. Our mission is to make every home warm, affordable to run and ready for a heat pump in the future. There is no competitor taking our approach and our vision is to be the go-to place for homeowners to start their journey to low carbon heating.

**About the role**

Joining Furbnow as an Operations Associate is an incredible opportunity to put your skills into practice to have a real impact on delivering the Net Zero agenda by helping people decarbonise their homes.

As Operations Executive, you will be responsible for day-to-day customer and supplier comms. This is an entry-level role in the Operations team but there are opportunities to get exposure in the Growth and Product teams to help you develop your skills in the early stage of your career. You’ll work directly with the co-founder and CEO, Becky Lane. Her mission with Furbnow is to make home retrofit more accessible to households but also to people who want to work in this sector. She’ll support you in the day-to-day but also work with you to identify your career ambition and create opportunities for your development.

You will also receive Retrofit Advisor training to help you develop your knowledge for your day-to-day activities.

**✔️ What your new job will be**:
**Customer Success**
- Support the sales process by helping organise and eventually hold potential customer meetings
- Oversee the end-to-end customer experience by ensuring that all customers starting their retrofit projects are provided with the essential process information and making sure communication between customers and suppliers is clear.
- Develop documentation such as FAQ and retrofit guidance to preempt questions before they arise
- Be available for any customer queries and resolve in a timely manner
- Monitor customer feedback and flag areas of improvement to the Growth and Product teams
- Review the operations process and gather feedback to continually improve how we serve our customers and work with our suppliers
- **️Project Management and Operations Support**
- Liaise with surveyors and installers to help create a frictionless project delivery experience for B2B and B2C customers
- Help finding, vetting and onboarding new surveyors and installers
- Managing the supplier community and liaising frequently to get feedback on their experience of working with Furbnow

**Overview of product opportunities in Growth and Product teams**
- Support the Product team with customer and market research to develop our new products in the market
- Help the Growth team with customer and supplier research to shape the marketing strategy and support with data analysis to help us decide on our path
- Support the CEO on market research to develop and execute our partnership strategy

**Qualifications**

**We are looking for a passionate operations professional based in London, Birmingham or remotely.**
- Highly organised. It goes without saying but you will be able to manage complex projects at pace.
- Great communicator. You’ll interface with our team, our customers and our suppliers. You’ll need to concisely take in and share information rapidly.
- Passion Our goal is nothing less than to transform people’s homes and accelerate home decarbonisation. Passion for moving beyond intention and climate goals into real action is a must
- Light-speed learner. Every day the company is growing and evolving, and so will your role over time.
- Be okay with making mistakes. We are all learning and mistakes are the byproduct of doing something new. Making them is part of the journey, but dwelling on them is not
- Creative pragmatism. Ideas are great, but only if they can be executed

This is a rare opportunity to join an exciting new venture in a booming field with the potential for a significant impact on the UK's climate targets.

**Additional Information**

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