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 constant change. 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: Operations Team Lead
• Working hours: Rotating shift patterns, three weeks / one week: Monday to Friday, 9:00 am to 5:30 pm, Monday to Friday, 10:30 am – 7:00 pm
• Hometree Finance is transforming the UK residential market by offering affordable financing for sustainable upgrades, such as solar energy systems
• In this role, you’ll join a dynamic team and support 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 multiple channels, delivering exceptional service, and validating documentation to ensure 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 through phone, email, and chat, prioritising exceptional service across all channels
• Validate Documentation: Review and confirm the quality of documentation 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 to help them effectively offer Hometree Finance’s products
• Maintain Process Documentation: Create and update detailed documentation to promote 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

• 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 task (remote): Engage in a detailed discussion about your past experiences with our Operations Team Lead & Operational Excellence Lead (1 hour)
• Final Interview (in-person) with our Director of Operations and a Managing Director of Hometree Finance (1 hour)