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, ideally within an FCA-regulated consumer credit firm
• 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

• Join Hometree Finance as a Client Support Executive, driving net-zero home upgrades with stellar service, process innovation, and support for sustainable energy solutions!
• Reporting to: Director of Operations, Hometree Finance
• Working hours: Rotating shift patterns week on week:
• Monday to Friday (9 - 17:30)
• Monday to Friday (12:30 - 21)
• There may be a requirement to work an occasional Saturday. Notice will always be provided for this
• Join Hometree Group and be at the forefront of transforming the residential energy landscape
• Financial Services: Here, you'll 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 cutting-edge, sustainable energy solutions necessary for reaching net-zero 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
• As a Client Support Representative at Hometree Finance—the branch of Hometree focused on providing flexible financing for home energy upgrades—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, adapting 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 three days
• 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)