Customer Service Advisor, Hometree
£23.8k
Home energy services company
Open for applications
Home energy services company
101-200 employees
Open for applications
£23.8k
101-200 employees
Company mission
To help homeowners affordably decarbonise their homes and keep them running smoothly.
Role
Who you are
- Customer Service Experience: 12-18 Months experience working in a customer service environment, providing a solid foundation for delivering exceptional service
- Desire to Work Closely with Customers: A strong ambition to engage with customers daily, ensuring their needs are met and their concerns are addressed
- Confident Self-Starter: A proactive problem-solver with a customer-centric mindset, finding satisfaction in resolving customer issues quickly and efficiently
- Disciplined and Organised: Highly detail-oriented with an ownership mindset, ensuring every aspect of service delivery is thoroughly addressed
- Adaptive Multitasker: Comfortable switching between calls, chats, emails, and systems, while managing multiple tasks effectively
- Excellent Communication Skills: Clear and concise verbal and written communication abilities, essential for interacting with customers and stakeholders
- Strong Interpersonal Skills: Engaging and empathetic in all forms of communication, whether over the phone, in person, or in writing
- Resilient Under Pressure: Ability to calmly and confidently handle difficult customer situations, working towards the best possible outcome
- Collaborative Team Player: Enjoys working with colleagues to resolve issues, ensuring a seamless and efficient service experience
- Proficient in IT: High proficiency in IT, with the ability to navigate and troubleshoot common software applications, adapt to new systems, and optimize work efficiency
- Positive Attitude: A proactive and solution-focused mindset, with the ability to stay calm, resilient, and optimistic, contributing to a motivating and productive work environment
What the job involves
- Reporting to: Customer Service Manager
- YourRepair, now part of Hometree as of 2023, was founded to provide high-quality, customer-focused home and boiler care plans across the UK
- As a Customer Service Advisor at Your Repair, you'll assist customers via phone, email, or chat, resolving complaints and answering inquiries with professionalism
- You'll process orders, returns, and exchanges while maintaining accurate customer records
- Collaborating with the team, you'll address issues, gather feedback, and help improve service quality, all while meeting high standards for responsiveness and customer satisfaction
- Shift Patterns:
- Monday to Friday: Shifts between 8:00 AM - 7:00 PM
- (flexible hours within this range)
- Saturdays: 1 Saturday in 3, from 9:00 AM - 5:00 PM
- Customer Communication: You'll answer customer questions and provide assistance through phone, email, or chat in a friendly and professional manner
- Complaint Resolution: Handle customer complaints or issues, ensuring they are resolved quickly and effectively, maintaining a positive customer experience
- Product Knowledge: Learn and maintain basic knowledge of products and services to assist customers with inquiries and provide accurate information
- Order Processing: Assist with processing orders, returns, and exchanges, ensuring customers' needs are met in a timely manner
- Customer Records: Update customer information and keep records accurate in the system
- Team Collaboration: Work with other team members and departments to resolve customer issues and improve service delivery
- Customer Feedback: Collect customer feedback and report common issues to supervisors to help improve customer service
- Meeting Service Expectations: Ensure responses are within service expectations for timeliness and professionalism, contributing to customer satisfaction
Application process
- 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/Final Interview: Engage in a detailed discussion about your past experiences with our Customer Service Manager. This interview will be in-person. (1 hr)
- As a regulated financial services organisation, we operate under the strict guidelines and regulations set forth by the Financial Conduct Authority (FCA)
- As a prospective member of our team, you will be expected to fully embrace and adhere to the FCA Code of Conduct obligations
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
$16.4m
EARLY VC
Total funding: $87.5m
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
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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