Job Description

Salary:

25,000 per annum (25,500 on probation pass)

Role type:

Full Time - 37.5 hours

Location:

Remote first, in the Peterborough area. You must be willing to travel to the office twice a month.

Reporting to:

Customer Complaints and Retentions Team Lead, Operations

About Hometree

Join Hometree Group and be at the forefront of transforming the residential energy landscape. Founded in 2015, Hometree began its journey in the home cover market. Today, We are spearheading the shift towards a future where home energy systems are decentralised, digitised, and reliant on renewable sources such as heat pumps, solar panels, batteries, EV chargers, and smart controls. This innovative approach is not just about sustainability; it's about empowering homeowners to manage their energy more efficiently and cost-effectively, thereby setting new standards in energy consumption.


We operate across three dynamic divisions:

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.

Key Achievements

85m+ Capital Raised -

We've raised over 85m to-date from leading global investors including Legal & General Capital and specialist energy VCs

6 Acquisitions

- We've expanded our operations by acquiring four key companies across financing (Hometree Finance - formerly Bewarm), home cover (Your Repair) and installations energy services (Geowarmth, The Little Green Energy Company, IMS and GreenGen).

100k Homes Covered

- We cover over one hundred thousand homes across the UK

280+ Employees

- We have over 250 passionate employees transforming the industry across the Group, one home at a time

The Role

If you love to understand and improve a customer's experience, this role could be just for you! With a focus on reviews, NPS feedback and social media comments (both where we have got things spot on and sometimes where it's not quite gone right) we are looking for a customer focused individual, with great problem solving skills. If that's you, apply below!

Responsibilities:

Monitor Feedback:

Monitor and respond to customer feedback across reviews and social media platforms (Trustpilot, Google, Facebook, Twitter).

Customer Outreach:

Proactively contact customers via phone to understand their experience -- both positive and negative -- and document key learnings.

Journey Analysis:

Investigate customer journeys to identify pain points and areas for service or process improvements.

Root Cause Analysis:

Perform root cause analysis to uncover systemic issues and suggest solutions to internal teams.

NPS Engagement:

Manage and respond to Promoter calls from NPS surveys; encourage and convert positive experiences into online reviews.

Review Platform Liaison:

Serve as the main point of contact for customer communication on external review platforms and social media.

Impact Reporting:

Maintain accurate tracking of customer contacts and review invite reports to showcase your impact.

What we're looking for:

Customer Experience Background:

Proven experience in a customer service, feedback, or complaints handling role.

Exceptional Communication:

Outstanding verbal and written communication skills -- you're clear, empathetic, and professional.

Problem-Solving Mindset:

Natural problem solver with a mindset for continuous improvement and curiosity.

Strong Interpersonal Skills:

People enjoy working with you, and you thrive in collaborative environments.

Analytical Thinking:

Confident in root cause analysis and identifying improvements in processes or service standards.

Customer Metrics Knowledge:

Experience working with customer satisfaction metrics such as NPS or online reviews is highly desirable.

Organised and Detail-Oriented:

Strong sense of ownership -- you follow through on every issue.

Composed Under Pressure:

Calm, resilient, and solutions-focused when dealing with difficult customer situations.

Tool Proficiency:

Proficient in tools like Google Sheets, Excel, and customer service platforms.

Our Recruitment Process:

Initial Call:

Start with an introductory call with our Junior Talent Acquisition Partner to discuss the role and your potential fit. (30 mins)

Skills-Based Interview:

Engage in a detailed discussion about your past experiences with our Head of Operations and Customer Complaints and Retentions Team Leader(1 hr)

Perks of the job

We have an ever expanding list of benefits that currently includes:

25 days holiday plus bank holidays and your birthday Hybrid working - Spend 2 days per week with your team in our collaborative London office (it's dog friendly too!) Free boiler & home emergency cover with Hometree plus 40% discount for friends & family Discounted gym membership across over 100 UK gyms (independent and chains) and free fitness, wellness and nutrition apps. 300 Home office allowance Support for your mental health and wellbeing via Oliva Menopause support from Stella, including friends & family access Cycle to work scheme Regular team socials including Summer and Winter parties.

FCA Code of Conduct

At Hometree, we prioritise ethical conduct and regulatory compliance. As a regulated financial services organisation, we operate under the strict guidelines and regulations set forth by the Financial Conduct Authority (FCA). We are committed to maintaining the highest standards of integrity and professionalism in all aspects of our business.


As a prospective member of our team, you will be expected to fully embrace and adhere to the FCA Code of Conduct obligations. These obligations are designed to ensure the fair treatment of customers, the preservation of market integrity, and the promotion of healthy competition within the financial services industry.

Equal Opportunity Employer

At Hometree, we are committed to creating an inclusive and representative environment. We know that different experiences, perspectives and backgrounds make for a better workplace and a better planet. Together, we celebrate differences and promote a culture where you can bring your full self to work.


We promise to give you the same opportunities as everyone else and we won't discriminate against you at any point in the hiring process or the working day. This includes how we source talent, our interview process, our conditions of employment, feedback and everything in between