Client Support Executive, Hometree

• Passion for Customer Service: A genuine enthusiasm for customer service and for engaging with customers on a daily basis
• Relevant Experience: Previous experience in customer operations
• Excellent Communication Skills: Strong communication abilities that foster positive, lasting relationships
• Attention to Detail: A meticulous eye for detail and a commitment to accuracy and compliance
• Process-Oriented Mindset: Experience in creating, documenting, and refining processes to enhance operational efficiency
• Collaborative Spirit: A team player who thrives in a small, agile team and actively contributes ideas to improve team and customer experiences
• Adaptability:. We're in a rapid growth phase, with things changing constantly. You need to be comfortable working in this environment
• Proactive Approach: A “can-do” attitude, embracing challenges and seeking solutions beyond immediate responsibilities

Desirable

• Reporting to: Director of Operations, Hometree Finance
• Working hours: Rotating shift patterns, three weeks / one week:
• Rotating shift pattern (4-week cycle)
• Weeks 1–3: Monday to Friday, 9:00am – 5:30pm
• Week 4 (Late Shift): Monday to Friday, 12:30pm – 9:00pm (remote)
• Occasional Saturday work may be required, with advance notice provided
• As a Client Support Representative at Hometree Finance, you will play a key role in helping UK homeowners transition to net-zero energy solutions
• Hometree Finance is transforming the UK residential market by offering affordable financing for sustainable upgrades, such as solar energy systems and heat pumps
• In this role, you’ll join a dynamic team, supporting customers during a period of rapid growth
• This fast-paced, multi-faceted position offers a unique opportunity to grow within a company dedicated to accelerating the transition to net-zero homes
• You’ll enhance the customer journey by managing interactions across various channels, delivering exceptional service, and validating documentation for high-quality installations
• Additionally, you’ll foster strong relationships with installers, stakeholders, and tech teams to support product offerings, drive process automation, and enable scalability
• Ensure Seamless Customer Experiences: Deliver a smooth, end-to-end operational journey for our customers, enhancing their experience from start to finish
• Manage Customer Interactions: Handle customer inquiries and complaints through phone, email, and chat, prioritising exceptional service across all channels
• Validate Documentation: Review and confirm documentation quality to ensure installations meet high standards, addressing discrepancies as needed
• Systems and Processes Knowledge: Continuously evaluate existing workflows to identify areas for improvement and adapt to evolving business needs
• Support Installer Relationships: Build and manage relationships with installers, helping them effectively offer Hometree Finance’s products
• Maintain Process Documentation: Create and update detailed documentation, promoting knowledge sharing and operational consistency
• Foster Stakeholder Collaboration: Build strong connections with internal and external stakeholders, including tech teams, to leverage tools that support process automation and scalability

• We usually respond within a week
• 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 and Values Interview: Engage in a detailed discussion about your past experiences with our Director of Operations & Installer Manager (1 hour)
• Final Interview/ Task Stage (in-person) with our Director of Operations and a Managing Director of Hometree Finance (1 hour)