Operations Executive

**Salary**:£23500 (£24000 on probation pass)
**Role type**:Permanent
**Location**:Remote First with requirement to attend an office day in Peterborough once a month
**Reports to**:Repairs Manager, Operations

**Shift patterns available**

**Full time (37.5 hrs)**

7.5 hour shifts on rotation, with working hours between 8:00-19:30 (including 1 full weekend in 3 on rotation).

**About Hometree**

Join Hometree Group and be at the forefront of transforming the residential energy landscape. Founded in 2015, Hometree began its journey in the home cover market. Today, We are spearheading the shift towards a future where home energy systems are decentralised, digitised, and reliant on renewable sources such as heat pumps, solar panels, batteries, EV chargers, and smart controls. This innovative approach is not just about sustainability; it's about empowering homeowners to manage their energy more efficiently and cost-effectively, thereby setting new standards in energy consumption.

We operate across three dynamic divisions:
**Financial Services**: Here, you'll contribute to offering flexible financing options that make it feasible for homeowners to embrace renewable energy technologies and make essential upgrades.

**Energy Services**: Be part of our extensive network of local installation businesses that equip homeowners with the cutting-edge, sustainable energy solutions necessary for reaching net-zero emissions.

**Home Services**: Help maintain the comfort and functionality of homes with comprehensive coverage plans that protect the essential hardware in the home.

At Hometree Group, we are committed to guiding UK homeowners on their journey towards more sustainable energy solutions, and we need passionate individuals to support them at every step. Join us during this exciting time, and play a pivotal role in a business that supports sustainable homeownership in alignment with their readiness and needs.

**Key Achievements**:
**£85m+ Capital Raised -** We’ve raised over £85m to-date from leading global investors including Legal & General Capital and specialist energy VCs

**5 Acquisitions** - We've expanded our operations by acquiring four key companies across financing (Hometree Finance - formerly Bewarm), home cover (Your Repair) and installations energy services (Geowarmth, The Little Green Energy Company and IMS).

**100k Homes Covered** - We cover over one hundred thousand homes across the UK

**250+ Employees** - We have over 250 passionate employees transforming the industry across the Group, one home at a time

**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, plumbing or appliance 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, all while maintaining a cost control mindset to deliver the best service at the best possible cost.

**The things you’ll do**
- ** Scheduling**:Schedule appointments for engineers to attend customers’ properties to evaluate and resolve problems, liaising with both engineers and customers to find a suitable time.
- ** Inbound Calls**:Take inbound calls from engineers on-site to assist them with their queries and provide live support.
- ** Cost control process**:Work through the cost control process with engineers, ensuring that repairs are completed efficiently and economically.
- ** Appointment scheduling**: 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.
- ** Ordering**:Order parts when needed, scheduling subsequent engineer visits where necessary to complete a fix.
- ** Outbound Calls**: Make outbound calls to keep customers informed as to the status of their claim through each step until it has been resolved to their satisfaction, and communicate claim rejections to customers, explaining the reasons and exploring alternative solutions if applicable.
- ** Support**: Support other operations teams when th