Retentions Executive

6 months ago

Peterborough, United Kingdom Hometree Full time

**Salary**:£24,000 per annum, plus generous commission scheme of up to 30% of salary OTE
**Role type**:Full Time
**Location**:Remote first, in the Peterborough area. You must be willing to travel to the Peterborough office for team meetings
**Reports to**:Customer Advocacy and Retentions Team Lead, Operations

Does retaining customers for your business through great service make you tick? Does understanding what's not quite right for a customer, and fixing it, make your day? Then working in our Retention’s team could be the role just for you

**About Hometree**

Hometree is a home energy services company on a mission to accelerate the transition to net zero. By fixing, installing and financing home energy hardware, we'll help homeowners transition to low-carbon solutions, when they are ready.

Today, we ensure UK homes are warm and working with all-encompassing home heating hardware cover plans. Our network of skilled engineers offers regular maintenance, emergency repairs, and support for gas boilers, central heating, and plumbing.

**Our values**

You’ll be joining a bunch of bright individuals and teams all committed to providing vital energy services and excellent customer service. Our ROOTS values are the five values we live by. They guide us in everything we do and how we behave towards each other:

- ** Radical Candour** - Be direct, open and honest. We tell it how it is but always with respect.
- ** Ownership -** Act like an owner. Hold yourself and others to account.
- ** Obsession for the Customer -** Put the customer's needs at the heart of everything you do.
- ** Teamwork -** Collaborate to get to the best outcome and have a little fun along the way.
- ** Speed - **Make decisions fast. Test, learn and iterate quickly to deliver the best result.

**Role and responsibilities**

Our Retentions team works hard to understand customers' reasons to leave the business - whether that’s because they think they can get a better price at Renewal by switching providers, where we haven’t quite got the service right or maybe the customer has cancelled their direct debit at the bank. The Retentions teams work on both inbound and outbound customer contacts to help support the business in retaining the customer at a point that they may be considering another option.

The team provides valuable feedback to the business on customers wants and needs, and what processes, service levels or offerings we may need to improve even further

Success is defined by the speed in which the team successfully resolves our customers' reason to contact and ultimately their decision to stay The team pride themselves on exceeding expectations, not sporadically, but for every customer, every time.

**The things you’ll do**
- Communicate with customers who are considering leaving, whether during their contract term or at the policy renewal stage, through inbound contacts to discuss their options.
- Identify and implement opportunities discussed with customers that could encourage them to remain with us.
- Investigate and understand a customer’s journey to be able to rectify any areas of improvement
- Outbound call customers whose policy is not set to renew automatically - to make sure their home cover doesn’t lapse
- Contact customers whose direct debit payments have been cancelled to reinstate the payments, reactivate their policy, and restore their peace of mind.
- Negotiating a price that balances securing the right deal for both the customer and Hometree
- Record and update conversations and outcomes in the company's CRM and pipelines.
- Provide valuable insight into what needs improving to stop customers needing to contact us around leaving.

**What we’re looking for**
- Experience working within customer service in a ‘save’ style role
- Strong interpersonal and communication skills - people love working with you because of your passion for delivering for the customer and helping team members
- Excellent and clear verbal and written communication skills
- An individual who is highly motivated by achieving targets
- A natural problem solver driven by curiosity & continuous improvement mindset
- Disciplined and organised with a keen eye for detail and an ownership mindset, ensuring no stone is left unturned in the pursuit of delivering great service and saving the customer
- Resilient and able to handle difficult situations calmly and assuredly with customers over the phone and work to find the best outcome
- Team player who enjoys working collaboratively to resolve issues
- Confidence in working with multiple customer/online systems

**Work Location**

This is a remote role to enable our team to have flexibility that works for them so you will need a comfortable and quiet home working environment. We hold monthly team meetings in Peterborough, which you will be expected to attend and twice yearly social events at our London office. There may be times we want to see you in the Peterborough office more often

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