Retentions Executive, Hometree
£31.2k
OTE
£24k
BASE
Home energy services company
Job no longer available
Home energy services company
201-500 employees
Job no longer available
£31.2k
OTE
£24k
BASE
201-500 employees
Company mission
To help homeowners affordably decarbonise their homes and keep them running smoothly.
Role
Who you are
- Retention Experience: Experience working in customer service, especially in retention or ‘save’ roles
- Strong People Skills: You build rapport easily, deliver great service, and support your team
- Effective Communication: Clear, confident, and professional verbal and written communication skills
- Target-Driven Mindset: You’re motivated by achieving and surpassing targets and goals
- Problem-Solving Mindset: You’re naturally curious and always look for ways to improve and solve challenges
- Organised and Detail-Oriented: You’re disciplined and ensure that no detail is overlooked in delivering exceptional service
- Calm and Resilient Under Pressure: You can handle challenging conversations and work toward positive solutions
- Team Collaboration: You enjoy working collaboratively to resolve customer issues and share best practices
- Tech-Savvy: You’re confident in working with multiple customer and online systems efficiently
What the job involves
- You must be willing to travel to the Peterborough office for team meetings
- Reports to: Customer Advocacy and Retentions Team Lead, Operations
- Our Retentions team works hard to understand customers' reasons to leave the business - whether that’s because they think they can get a better price at Renewal by switching providers, where we haven’t quite got the service right or maybe the customer has cancelled their direct debit at the bank
- The Retentions teams work on both inbound and outbound customer contacts to help support the business in retaining the customer at a point that they may be considering another option
- The team provides valuable feedback to the business on customers wants and needs, and what processes, service levels or offerings we may need to improve even further!
- Success is defined by the speed in which the team successfully resolves our customers' reason to contact and ultimately their decision to stay!
- The team pride themselves on exceeding expectations, not sporadically, but for every customer, every time
- Customer Communication:Engage with customers who are considering leaving, whether during their contract term or at the policy renewal stage, to discuss their options and address concerns
- Retention Opportunities:Identify and implement opportunities from customer discussions to encourage them to stay with Hometree
- Customer Journey Analysis:Investigate each customer’s journey to pinpoint and address areas of improvement
- Proactive Renewal Calls:Make outbound calls to customers whose policies are not set to renew automatically to ensure continuous home cover
- Payment Reinstatement:Contact customers who have canceled their direct debits to reinstate payments, reactivate policies, and restore peace of mind
- Pricing Negotiation:Negotiate pricing that balances value for the customer with Hometree’s business goals
- CRM and Pipeline Updates: Accurately log customer interactions, actions, and outcomes in the company’s CRM and pipelines
- Insight and Feedback: Provide valuable feedback on trends and areas needing improvement to reduce future cancellation risks
Application process
- We usually respond within a week
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
$15.9m
EARLY VC
Total funding: $86.6m
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
Farringdon, 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
Daisy started in Sales & Retentions, was promoted to Senior Sales Executive, then moved into product and is now an Associate Product Manager, quickly becoming a key contributor to the team.
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.
Diversity, Equity & Inclusion at Hometree
- At Hometree, we believe that diversity, equity, inclusion, and belonging (DEI&B) are essential to building a high-performing, innovative business. Diverse teams make better decisions, solve problems more effectively, and reflect the customers and communities we serve. Our approach is to embed inclusion and fairness into every aspect of our organisation — from recruitment and onboarding to career development, performance management, and leadership. We actively monitor our processes and data to ensure equitable opportunities, and we provide training and resources to support inclusive behaviours across all teams.
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