Reviews Executive, Hometree
£25k
Salary increase to £25,500 on probation pass
More information about location
2 days a week in office
Home energy services company
Job no longer available
Home energy services company
201-500 employees
Job no longer available
£25k
Salary increase to £25,500 on probation pass
More information about location
2 days a week in office
201-500 employees
Company mission
To help homeowners affordably decarbonise their homes and keep them running smoothly.
Role
Who you are
- If you love to understand and improve a customer's experience, this role could be just for you
- Customer Experience Background: Proven experience in a customer service, feedback, or complaints handling role
- Exceptional Communication: Outstanding verbal and written communication skills — you're clear, empathetic, and professional
- Problem-Solving Mindset: Natural problem solver with a mindset for continuous improvement and curiosity
- Strong Interpersonal Skills: People enjoy working with you, and you thrive in collaborative environments
- Analytical Thinking: Confident in root cause analysis and identifying improvements in processes or service standards
- Customer Metrics Knowledge: Experience working with customer satisfaction metrics such as NPS or online reviews is highly desirable
- Organised and Detail-Oriented: Strong sense of ownership — you follow through on every issue
- Composed Under Pressure: Calm, resilient, and solutions-focused when dealing with difficult customer situations
- Tool Proficiency: Proficient in tools like Google Sheets, Excel, and customer service platforms
What the job involves
- Reporting to: Customer Complaints and Retentions Team Lead, Operations
- With a focus on reviews, NPS feedback and social media comments (both where we have got things spot on and sometimes where it's not quite gone right) we are looking for a customer focused individual, with great problem solving skills
- Monitor Feedback: Monitor and respond to customer feedback across reviews and social media platforms (Trustpilot, Google, Facebook, Twitter)
- Customer Outreach: Proactively contact customers via phone to understand their experience — both positive and negative — and document key learnings
- Journey Analysis: Investigate customer journeys to identify pain points and areas for service or process improvements
- Root Cause Analysis: Perform root cause analysis to uncover systemic issues and suggest solutions to internal teams
- NPS Engagement: Manage and respond to Promoter calls from NPS surveys; encourage and convert positive experiences into online reviews
- Review Platform Liaison: Serve as the main point of contact for customer communication on external review platforms and social media
- Impact Reporting: Maintain accurate tracking of customer contacts and review invite reports to showcase your impact
- Role type: Full Time - 37.5 hours
Application process
- We usually respond within a week
- Initial Call: Start with an introductory call with our Junior Talent Acquisition Partner to discuss the role and your potential fit. (30 mins)
- Skills-Based Interview: Engage in a detailed discussion about your past experiences with our Head of Operations and Customer Complaints and Retentions Team Leader(1 hr)
Salary benchmarks
Our take
Hometree started off in the business of boiler installations, a huge market in need of a major overhaul. Boilers were typically installed by prominent brands at premium prices or by independent tradesmen who the customer might not trust. Hometree provides a more transparent, convenient and trustworthy service of boiler installation and maintenance.
Having established its presence in the boiler sector, Hometree has expanded into a full range of home services including green energy installations and financing. The company offers a variety of affordable home care plans covering not only boilers, but general heating and home care to help consumers lead a more sustainable life.
Hometree is taking a fresh approach to home cover, avoiding the traditional problems of poor service, complicated pricing, and confusing products. Its approach has won significant funding in an oversubscribed Series B round, coinciding with the acquisition of financing platform BeWarm, solar energy supplier the Little Green Energy Company and renewable energy installers Geowarmth. Off the back of further debt funding, Hometree's plan now is to expand across Europe.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Apr 2023
$46m
SERIES B
Jul 2021
$16.2m
EARLY VC
Total funding: $87.3m
Company benefits
- 25 days holiday plus bank holidays and your birthday!
- Discounted gym membership across over 100 UK gyms (independent and chains) and free fitness, wellness and nutrition apps.
- Free boiler & home emergency cover plus 40% discount for friends & family
- Support for your mental health and wellbeing via Oliva
- Regular team socials including Summer and Christmas parties
- Free drinks and snacks in the London office
- Menopause support from Stella including friends & family access
- Learning & development entitlement to enable your professional and personal learning and development based on role
Company values
- 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
- Obsessed - 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
Company HQ
London, UK
Articles
Leadership
Simon Phelan
(Founder & CEO)Previously worked at Better Capital, a private equity firm, and graduated from Trinity College Dublin studying Engineering and Mathematics.
People progressing
Xenia joined in 2020, rising from Customer Success to Escalations Team Lead. Her passion for tech led to a move into product, becoming a Product Manager in 2025 with deep user and tech insight.
Henry started at Hometree as a Customer Care Executive, advanced into management, and moved to Partnerships by 2023, showing strong commitment to building and maintaining client relationships.
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