Customer Care Executive

7 months ago

Peterborough, United Kingdom Hometree Full time

**Customer Care Executive, Customer Care, Operations**:
**Salary**: Up to £22000 per annum or part time pro rata equivalent, depending on experience
**Reporting to**:Customer Care Team Leader, Operations
**Role type**:Full Time or Part Time roles available
**Location**:Remote first, in the Peterborough area. You must be willing to travel to the office once per month

If you’re a self-starter with a customer centric mindset that loves to assist and support customers in a fast paced and varied contact centre environment, then this could just be the ideal role for you We are a homeworking team, but you will need to be based in (or around) Peterborough to be able to join our monthly team meets and engagement days.

**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 Customer Care Executives are the first point of contact for our Home Services customers who hold emergency and heating plans with Hometree. Our Customer Care team aims to solve our customers’ queries first time, every time to ensure we deliver a market leading customer experience when they need us the most. Our team pride themselves on delivering market
- leading customer service, in a regulated industry.

Sometimes things don’t always go to plan, and our Customer Care team is here to help resolve customer issues: whether that is initiating contact with a network engineer or rescheduling appointments, we always do so with the customer at the heart of our communications.

Contactable via telephone, live chat or WhatsApp, our Customer Care team supports customers queries around a broad range of topics including claim status, repairs and annual service visits.

**The things you’ll do**
- Uphold company services standards to deliver a great customer experience and achieve positive customer feedback
- Handle all customer contacts at various touch points throughout a customer’s journey from logging a claim through to delivery, ensuring each customer contact has been resolved to their satisfaction
- Understand our systems and processes, to enable you to resolve a customer’s query on their first contact with us
- Build strong relationships with customers, engineers, and key stakeholders to deliver positive outcomes for all interactions
- Work closely with a number of business functions including our Sales, Repairs, Escalations and Engineer Network teams to enable both fast and efficient resolutions to customers questions in a prompt, clear and professional manner and continuous improvements to our ways of working
- Proactively provide feedback and recommendations to improve our processes, systems, and customer experience
- Continuously look for proactive ways you can improve your knowledge, industry expertise and customer service skills
- Update systems to make changes to customers accounts on request

**What we’re looking for**
- 12-18 months experience working in a customer service environment
- A keen desire and ambition to work closely with customers on a day to day basis
- Confident self-starter with a customer-centric mindset who gets a kick from proactively resolving customers problems
- 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
- Excellent and clear verbal and written communication skills
- Strong interpersonal skills with an engaging and empathetic manner when communicating on the phone, in person or in writing
- 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

**Work location**:
This is a remote role to enable our team to have flexibility that works for them so you wi

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