Operations Associate

Company Description

About Furbnow
Furbnow is a retrofit service for homeowners looking to start their journey to reducing their energy bills and carbon emissions, and having a warmer home. Customers want impartial advice and clear information on what will work for their home and lifestyle, how they can stage the work to fit their budget and minimise disruption. They want help finding installers and support if something goes wrong.

More detail on Furbnow can be found on our website.

Furbnow helps homeowners with a service that:

• provides a whole home retrofit plan to achieve your goals for your home
• gets them underway with their project: connects homeowners with trustworthy installers, provides a contract, a warranty for the work and a Retrofit Coordinator to oversee the project
• monitors energy performance to see how the project has affected your energy and provides annual inspection of any work completed

Mission + Vision
We believe that Furbnow can transform the retrofit and energy efficiency industry and improve the homes of millions in the UK. Our mission is to make every home warm, affordable to run and ready for a heat pump in the future. There is no competitor taking our approach and our vision is to be the go-to place for homeowners to start their journey to low carbon heating.

Job Description
About the role
Joining Furbnow as Operations Associate is an incredible opportunity to put your skills to practise to have a real impact on delivering the Net Zero agenda by helping people decarbonise their home.

As Operations Associate, you will be responsible for day-to-day customer and supplier comms. This is an entry level role in the Operations team but there are opportunities to get exposure in the Growth and Product teams to help you develop your skills in the early stage of your career. You’ll collaborate closely with other leaders at Furbnow, contributing to the mission of making home retrofit more accessible to both households and individuals pursuing careers in this sector. Together, we will work to support your professional growth, helping you identify your career goals and create opportunities for development.

You will also receive Level 3 Retrofit Advisor training to help you develop your knowledge for your day-to-day activity and receive a certification upon completion.

What your new job will be:
Customer Success

• Execute day-to-day operations in compliance with Service Level Agreements (SLAs), ensuring timely and efficient service delivery.
• Support the sales process by helping organise and eventually hold potential customer meetings.
• Oversee the end-to-end customer experience by ensuring that all customers starting their retrofit projects are provided with the essential process information and making sure communication between customers and suppliers is clear.
• Develop documentation such as FAQ and retrofit guidance to preempt questions before they arise.
• Be available for any customer queries and resolve in a timely manner.
• Maintain high service levels through our chat/emails ensuring customers are always happy.
• Monitor customer feedback and flag areas of improvement to the Growth and Product teams.
• Review the operations process and gather feedback to continually improve how we serve our customers and work with our suppliers.

Project Management and Operations Support

• Oversee project progress to ensure milestones are met and timelines stay on track.
• Act as the voice of the customer throughout their projects, ensuring their needs are understood and met, while regularly checking in to guarantee customer satisfaction with the progress and outcome.

Overview Of Product Opportunities In Growth And Product Teams

• Support the Product team with customer and market research to develop our new products in the market.
• Help the Growth team with customer insights to shape the marketing strategy and support with data analysis to help us decide on our path.
• Contribute with the Supply Chain Team to ensure seamless coordination and timely delivery of projects, supporting operational efficiency and project success.

Qualifications
We are looking for a passionate operations professional based in the UK - Manchester, London, Birmingham or remotely.

• Highly organised. It goes without saying but you will be able to manage complex projects at pace.
• Great communicator. You’ll interface with our team, our customers and our suppliers. You’ll need to concisely take in and share information rapidly.
• Collaborative spirit. Bring a proactive attitude to work closely with cross-functional teams, ensuring smooth communication and contributing to the achievement of shared goals.
• Passion! Our goal is nothing less than to transform people’s homes and accelerate home decarbonisation. Passion for moving beyond intention and climate goals into real action is a must!
• Light-speed learner. Everyday the company is growing and evolving, and so will your role over time.
• Be okay with making mistakes. We are all learning and mistakes are the byproduct of doing something new. Making them is part of the journey, but dwelling on them is not.
• Creative pragmatism. Ideas are great, but only if they can be executed.

This is a rare opportunity to join an exciting new venture in a booming field with the potential for a significant impact on the UK's climate targets.

Additional Information
What’s In It For You

• Work at the leading edge for delivering on our carbon targets in the UK by helping homeowners start their decarbonisation journey.
• You are helping bring a high-growth startup to life and execute our ambitions to help every homeowner have a quality low carbon home.
• A culture of self-development, continuous growth and radical candour.
• Opportunity to develop your career in the operations team with exposure to other areas of the business.

Benefits

• Base salary (£25-30k)
• Flexible working hours (40hr contract)
• £500 annual learning and development budget
• High spec laptop
• FSB Healthcare (including 24/7 private GP access, 3 free physio appointments, discounted gym membership)
• Cycle-to-work scheme
• Pre-tax charitable giving.

Interview process

• Apply with your CV and completed screening questions (which act as the cover letter).
• Initial screening call (30 mins).
• Competency-based interview + collaborative task (1 hour).

If you are as passionate as us about decarbonising people's homes and personal development and are not scared of joining us in the deep end for challenging but meaningful work - then this may just be the role for you!