Customer Service Advisor

Salary: £23,795.00 per annum

Role type: Permanent, Full Time

Location: Stoke-on-Trent, On-site

Reporting to: Customer Service Manager

About Hometree

Join Hometree 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, 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 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

The Role

YourRepair, now part of Hometree as of 2023, was founded to provide high-quality, customer-focused home and boiler care plans across the UK. With years of expertise in plumbing and gas engineering, YourRepair offers fixed-price plans that cover boilers, heating, plumbing, and electrical systems for homeowners and landlords alike. Our UK-based, 24/7 support team ensures rapid response and peace of mind, while our no-insurance approach means no underwriters or paperwork delays. With flexible start dates, nationwide coverage, and long-term, budget-friendly pricing, YourRepair continues to be a trusted choice for reliable home maintenance and repair services.

As a Customer Service Advisor at Your Repair, you'll assist customers via phone, email, or chat, resolving complaints and answering inquiries with professionalism. You'll process orders, returns, and exchanges while maintaining accurate customer records. Collaborating with the team, you'll address issues, gather feedback, and help improve service quality, all while meeting high standards for responsiveness and customer satisfaction.

Shift Patterns:

• Monday to Friday: Shifts between 8:00 AM - 7:00 PM

(flexible hours within this range)

• Saturdays: 1 Saturday in 3, from 9:00 AM - 5:00 PM

Responsibilities:

• Customer Communication: Answer customer questions and provide assistance through phone, email, or chat in a friendly and professional manner.
• Complaint Resolution: Handle customer complaints or issues, ensuring they are resolved quickly and effectively, maintaining a positive customer experience.
• Product Knowledge: Learn and maintain basic knowledge of products and services to assist customers with inquiries and provide accurate information.
• Order Processing: Assist with processing orders, returns, and exchanges, ensuring customers' needs are met in a timely manner.
• Customer Records: Update customer information and keep records accurate in the system.
• Team Collaboration: Work with other team members and departments to resolve customer issues and improve service delivery.
• Customer Feedback: Collect customer feedback and report common issues to supervisors to help improve customer service.
• Meeting Service Expectations: Ensure responses are within service expectations for timeliness and professionalism, contributing to customer satisfaction.

What we’re looking for:

• Customer Service Experience: 12-18 Months experience working in a customer service environment, providing a solid foundation for delivering exceptional service.
• Desire to Work Closely with Customers: A strong ambition to engage with customers daily, ensuring their needs are met and their concerns are addressed.
• Confident Self-Starter: A proactive problem-solver with a customer-centric mindset, finding satisfaction in resolving customer issues quickly and efficiently.
• Disciplined and Organised: Highly detail-oriented with an ownership mindset, ensuring every aspect of service delivery is thoroughly addressed.
• Adaptive Multitasker: Comfortable switching between calls, chats, emails, and systems, while managing multiple tasks effectively.
• Excellent Communication Skills: Clear and concise verbal and written communication abilities, essential for interacting with customers and stakeholders.
• Strong Interpersonal Skills: Engaging and empathetic in all forms of communication, whether over the phone, in person, or in writing.
• Resilient Under Pressure: Ability to calmly and confidently handle difficult customer situations, working towards the best possible outcome.
• Collaborative Team Player: Enjoys working with colleagues to resolve issues, ensuring a seamless and efficient service experience.
• Proficient in IT: High proficiency in IT, with the ability to navigate and troubleshoot common software applications, adapt to new systems, and optimize work efficiency.
• Positive Attitude: A proactive and solution-focused mindset, with the ability to stay calm, resilient, and optimistic, contributing to a motivating and productive work environment.

Our Recruitment Process:

• Initial Call: Start with an introductory call with our Junior Talent Acquisition Specialist to discuss the role and your potential fit. (30 mins)
• Skills-Based/Final Interview: Engage in a detailed discussion about your past experiences with our Customer Service Manager (1 hr)

FCA Code of Conduct

At Hometree, we prioritise ethical conduct and regulatory compliance. As a regulated financial services organisation, we operate under the strict guidelines and regulations set forth by the Financial Conduct Authority (FCA). We are committed to maintaining the highest standards of integrity and professionalism in all aspects of our business.

As a prospective member of our team, you will be expected to fully embrace and adhere to the FCA Code of Conduct obligations. These obligations are designed to ensure the fair treatment of customers, the preservation of market integrity, and the promotion of healthy competition within the financial services industry.

Equal Opportunity Employer

At Hometree, we are committed to creating an inclusive and representative environment. We know that different experiences, perspectives and backgrounds make for a better workplace and a better planet. Together, we celebrate differences and promote a culture where you can bring your full self to work.

We promise to give you the same opportunities as everyone else and we won't discriminate against you at any point in the hiring process or the working day. This includes how we source talent, our interview process, our conditions of employment, feedback and everything in between.