Repairs Executive

6 months ago

Peterborough, United Kingdom Hometree Full time

**Operations Executive, Repairs Team, Operations**

**Salary**:Up to £24,000 per annum depending on experience
**Role type**:Permanent
**Location**:Remote First with requirement to attend an office day in Peterborough once a month
**Reports to**:Repairs Manager, Operations

If you’re a confident individual that thrives in a fast paced, ever changing environment then this could be the role for you With lots of tasks, contacts and processes this team is one for quick thinkers, the highly organised and those that love to problem solve. We are a remote - first 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 Repairs Executives are responsible for responding to customers requests for repairs when their heating, electrics or plumbing fails. The Repairs Team sits at the heart of our business and is the key liaison between customers, engineers and parts suppliers to ensure our customers' problems are resolved in a quick and efficient manner.

**The things you’ll do**
- Schedule appointments for engineers to attend customers’ properties to evaluate and resolve problems, liaising with both engineers and customers to find a suitable time
- Take inbound calls from engineers on site to assist them with their queries and provide live support
- 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
- Order parts when needed, scheduling subsequent engineer visits where necessary to complete a fix
- Keep customers informed as to the status of their claim through each step until it has been resolved to their satisfaction
- Support our Customer Care team when customers get in touch about an ongoing repair
- Work with our Network team to keep them informed about our engineers needs and requests
- Work with our Tech and Product teams to improve existing processes and tools and improve the automation of our processes

**What we’re looking for**

Our ideal colleague will exhibit all of the following attributes:

- 12+ months experience working in a fast paced Operations team with high volumes and multiple systems
- Highly organised and able to prioritise operational tasks for the best customer output
- A self-starter with a customer-centric mindset who gets a kick from resolving customers problems
- Confidence in making decisions and communicating those with clear reason and thinking of who you reached that outcome
- 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
- 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 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.

**Salary & benefits**

This role is a permanent full time role with a salary range of up to £24,000 per annum, depending on experience.

We have an ever expanding list of benefits that currently includes:

- Monthly team meet ups in a central Peterborough location with lunch provided
- 33 days holiday including bank holidays plus your b

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