Customer Resolutions Executive

**About Us**

Over the next 30 years, our homes are going to be transformed - driven by powerful trends such as digitisation, decarbonisation and decentralisation - all of which will make our homes increasingly complex.

Hometree intends to be the definitive partner for homeowners to manage the home of the future. We exist to make homeownership simple & sustainable, and our vision is to be the world’s most trusted provider of peace of mind & sustainability-focused home services which help accelerate the advent of sustainable homes.

Today Hometree brings peace of mind to tens of thousands of homeowners and landlords across the UK, protecting them from unexpected repair emergencies and helping them to keep their homes running efficiently. We do this by offering a suite of insurance and maintenance products that provide 24/7 breakdown cover on a range of essential household items such as heating, electrics, and plumbing - all supported by a network of subcontracted engineers.

The Home Cover industry, which is dominated in the UK by British Gas and HomeServe, is known for price hiking and poor service levels. We believe it doesn’t need to be like this, and that the industry can change into one which is transparent & fair, technology-enabled to ensure home emergencies are solved quicker & quicker, and that it can use its unique capabilities to be a driving force in making our homes more sustainable.

We are growing rapidly, have some of the best ratings for these services in the UK, and are just at the start of our journey - one which will see the business expand to offer an ecosystem of home & financial services products that empower homeowners to live sustainably & hassle-free.

Hometree is five years old and backed by leading Venture Capital firms including LocalGlobe, DN Capital, Literacy Capital, Anthemis, Oxford Capital, FJ Labs & Allianz, and very influential angel investors.

**The Role**

Our customers typically get in touch when they are experiencing a problem with their home’s heating, water or electrics, looking to Hometree to rapidly resolve the issue and get their house fully-functioning again. You’ll no doubt have experienced a problem like this yourself and you know how stressful it can often be.

As the beating heart of our business, Customer Operations is responsible for liaising with customers, engineers and suppliers to coordinate a rapid response and resolution to our customers’ problems, gracefully handling any challenges arising along the way.

Reporting to the Customer Resolutions Team Lead, we are looking for a problem-solving, customer-obsessed, kind Customer Resolutions Exec who will continue building on our excellent customer service, unrivalled in the market, towards delivering even better customer experiences. Our business is growing fast and building scalable, customer-focused journeys is imperative in ensuring we retain our excellent NPS at a sensible cost. Currently totalling c30 staff working in a hybrid / remote model Customer Operations is comprised of the following teams:

- **Customer Care** - our first line multi-channel contact centre (calls, tickets, live chat)
- **Repairs** - liaising with customers & engineers to investigate and resolve customer problems
- **Customer Resolutions** - handling complaints, customer feedback and review & social media platforms and resolving root causes to continually improve the customer experience

Success is defined by the speed in which we successfully resolve our customers' issues and their assessment of their customer experience. We aspire to exceed expectations, not sporadically but for every customer every time.

We always strive to give our customers the best possible experience, but inevitably, sometimes things go wrong. When this happens, we always want to work hard to resolve that issue for the customer. Crucially though, we want to ensure that the issue is resolved for good so that other customers won’t experience the same problem. To do this we need to ensure we get to the root cause of what happened and find a resolution through training, process improvements or developing our products. The Customer Resolutions Team plays a vital role in this quest to become better with each bit of customer feedback.

**Please note that this is a full-time position.**

**Main Responsibilities**
- Work on customer Complaints and handle in line with clearly defined quality and compliance standards.
- Handle ‘Feedback’ tickets where customers have had a variety of experiences and have left us some form of feedback on our internal surveys.
- Contribute to our culture of continually improving the customer experience by refining the end-to-end customer experience and evolving our processes.
- Help to identify top process and product opportunities to help both improve the customer experience, better scale the operations and reduce operational costs.
- Assist customers who have requested to cancel their Hometree contract, working to