Overview
Shift Patterns (including weekends) – Remote only
About Us
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Hometree brings peace of mind to tens of thousands of homeowners and landlords across the UK, protecting them from unexpected repair emergencies and helping them to keep their homes running efficiently. We do this by offering a suite of products that provide emergency breakdown cover on a range of essential household items such as heating, electrics, and plumbing – all supported by a national network of engineers.
We are growing rapidly, have some of the best ratings for these services in the UK, and are just at the start of our journey – one which will see the business expand to offer an ecosystem of home & financial services products that empower homeowners to live sustainably & hassle-free. Hometree is five years old and backed by leading venture capital firms including Local Globe, DN Capital, Anthemis, and Allianz.
The Role
To help the company scale we are setting up a new Customer Services function to serve as the first point of contact for our existing customers. This team will solve our customers’ queries to ensure we deliver a market-leading customer experience when they need us the most. We are looking for our first remote customer services experts to help stand up this new team.
Main responsibilities
- Be the first point of contact for inbound queries from our customers via phone, email and live chat
- Ensure our customers are informed as to the status of their repair through each step until it has been resolved to their satisfaction
- Triage queries and liaise with appropriate teams to ensure our customers are kept abreast in a prompt, clear and professional manner
- Update systems to make changes to customers accounts on request
About you
- 12-18 months experience working in a customer service or call centre environment
- Confident self-starter with a customer-centric mindset who gets a kick from resolving customers problems
- Disciplined and organised with a keen eye for detail and an ownership mindset, ensuring no stone is left unturned and no balls are dropped in the pursuit of delivering great service
- Enjoy multitasking, comfortable switching between calls, emails, systems and tasks
- Strong interpersonal skills with an engaging and empathetic manner when communicating on the phone, in person or in writing
- Resilient and able to handle difficult situations calmly and assuredly with customers over the phone and work to find the best outcome
- Team player who enjoys working collaboratively to resolve issues
Desired but not mandatory experience
- Experience in the utilities, maintenance & construction or logistics sectors or with a field service workforce
- Ideally proficient using Zendesk or a similar CRM
Behaviours we value as a business
- Radical Candor – respectful but brutally honest
- Ownership – own your results without complacency
- Obsessed – customer obsessed, everything else secondary
- Trust in teamwork – doing the right thing, even when no one is watching
- Speed – fast, data-driven decisions and results
Our Commitment to you
We are working hard to create a representative, inclusive and super-friendly team, because we know that different experiences, perspectives and backgrounds make for a better workplace. And that creates a better experience for our customers. Hometree doesn’t discriminate on the basis of race, colour, religion or belief, gender, national origin, age, sexual orientation, marital status, disability or any other protected class.
Hometree’s a workplace where you can be yourself. Whatever helps you feel comfortable and happy at work. We want to do whatever we can to help you grow in your career (and make enough space for a fulfilling home life too).
This is a fully remote role. Included in your home set-up, all employees get a brand new Macbook Air, external HD Screen, desk set-up and chair allowance. We provide all our staff with support for their Mental Health, 25 days holiday, birthday holiday, generous L&D Budget and study leave.
Shift working hours: 8hrs,
Shift patterns, Mon-Friday: 8am-4:30pm & 11am-7:30pm, Weekends: 9am-5pm.
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Reference ID: CSE – London
Application deadline: 21/01/2022
Expected start date: 24/01/2022
Job Types: Full-time, Permanent
Salary: £24,000.00 per year
Benefits:
- Casual dress
- Company pension
- Sick pay
- Wellness programmes
- Work from home
Schedule:
- 8 hour shift
- Overtime
- Weekend availability
Education:
- A-Level or equivalent (preferred)
Experience:
- customer service: 1 year (preferred)
Work remotely:
- Yes
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Hometree Marketplace LTD
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Customer Service Executive