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 8:0019:30 (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; its about empowering homeowners to manage their energy more efficiently and costeffectively thereby setting new standards in energy consumption.

We operate across three dynamic divisions:

Financial Services: Here youll 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 cuttingedge sustainable energy solutions necessary for reaching netzero 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 Weve raised over 85m todate from leading global investors including Legal & General Capital and specialist energy VCs

5 Acquisitions Weve 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

Youll 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 customers 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 youll 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 onsite 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 they reach out to get more information on repairs or claims.

• Collaboration: Work with our Network team to keep them informed about our engineers needs and requests and work with our Tech and Product teams to improve existing processes and tools and improve the automation of our processes.

What were looking for

Our ideal colleague will exhibit all of the following attributes:

• Experience: 12 months working in a fastpaced Operations team with high volumes and multiple systems.

• Organisation: Highly organised and able to prioritise operational tasks for the best customer output.

• Initiative: A selfstarter with a customercentric mindset who gets a kick from resolving customers problems.

• Decisionmaking: Confidence in making decisions and clearly communicating the reasoning and process behind the outcome.

• Discipline: Disciplined and organised with a keen eye for detail and an ownership mindset ensuring no stone is left unturned in delivering great service.

• Multitasking: Enjoy multitasking and comfortable switching between calls emails systems and tasks.

• Interpersonal skills: Strong interpersonal skills with an engaging and empathetic manner when communicating on the phone in person or in writing.

• Resilience: Resilient and able to handle difficult situations calmly and assuredly with customers over the phone working to find the best outcome.

• Team player: Positive attitude enjoys working collaboratively to resolve issues and stays calm and focused on resolving the issue for customers and engineers.

Extra Credit:

• Similar experience in insurance maintenance and repairs company

Our Recruitment Process:

Please amend the below to the interview process you have for this role.

• Initial Call: Start with an introductory call with our Junior Talent Acquisition Specialist to discuss the role and your potential fit. (30 mins)

• Assessment day Group activity and Competency based interview face to face : Take part in our group activity. Following this you will engage in a detailed discussion about your past experiences with our Repairs Management Team

Perks of the job

We have an ever expanding list of benefits that currently includes:

• 33 days holiday inclusive of bank holidays pro rata plus your an extra day for your birthday

• Flexible remote working with requirement to attend our Peterborough office on a monthly basis

• Free boiler & home emergency cover with Hometree plus 40% discount for friends & family

• Discounted gym membership across over 100 UK gyms (independent and chains) and free fitness wellness and nutrition apps.

• 300 Home office allowance

• Support for your mental health and wellbeing via Oliva

• Menopause support from Stella including friends & family access

• Cycle to work scheme

• Regular team socials including Summer and Winter parties.

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 wont 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.