Customer Care Executive

6 months ago

Peterborough, United Kingdom Hometree Full time

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.

**The role**:
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 WhatsApp 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.

**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

**The behaviours we value**:
Our Roots are the five values we live by here at Hometree, underpinning everything we do, and how we behave.

**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.

**Key benefits**:
Flexible remote working - with requirement to attend our Peterborough office on a monthly basis

Career grading with a clear progression pathway and pay ranges attached to recognise and reward increasing competence and skills

33 days holiday inclusive of Bank Holidays pro rata

Private pension contribution

Free boiler & home emergency cover - plus 40% discount for friends & family

Support for your mental health and wellbeing via Oliva

Regular team socials including Summer and Christmas parties

The opportunity to be part of something great - we’re building a brighter future for homeowners and helping combat climate change

***Shift patterns available**:
**Full time (37.5 hrs)**

Working shifted hours between the hours of 7:00-19:30 (7.5 hour shifts) with 1x full weekend every 3 weeks on a rota basis including Bank Holidays

**Full time (37.5 hrs) - Lates**

Fixed shift hours working 13.30 to 22.00 Monday to Friday

**Part time (30 hrs)**

Working shift hours between the hours of 8:00-19:30 (7.5 hour shifts) with 1 weekend day every 3 weeks on a rota basis including Bank Holidays

**Our commitment to you**:
At Hometree, we are committed to creating an inclusive a

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