Salary:
23,795.20 pa (£11.44 per hour) Role type:
Permanent, Full Time Location:
Office Based, Stoke on Trent Reporting to:
Allocation Team Manager 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:
Contribute to offering flexible financing options, making 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 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 essential hardware. The Role YourRepair, now part of Hometree as of 2022, was founded to provide high-quality, customer-focused home and boiler care plans across the UK. In this role, you will serve as a vital point of contact for customers, delivering professional assistance regarding appointment scheduling, service updates, and general inquiries. You will collaborate with engineers, suppliers, and third parties to coordinate home repairs and boiler servicing, ensuring efficient communication and seamless service delivery. Additionally, you will handle customer complaints effectively, striving for first-contact resolution or escalating issues when necessary. You will meet key performance metrics, maintain compliance with GDPR and company policies, and contribute to process improvements. Responsibilities: Customer Interaction:
Handle incoming customer calls professionally, providing accurate information about appointment times, service dates, and other inquiries. Collaboration:
Coordinate with engineers, suppliers, and third parties to arrange home repairs and boiler servicing. Complaint Resolution:
Record customer complaints accurately, resolving issues at first contact or escalating them appropriately. Process Improvement:
Identify enhancements to systems and processes, reporting errors to the Allocations Team Manager. Quality Assurance:
Meet Quality Control (QC) standards for customer calls and administrative tasks. Compliance and Policies:
Adhere to GDPR and DPA regulations, following company policies and procedures. Performance Metrics:
Achieve key performance indicators (KPIs), including call volume targets and Service Levels. Job Allocation Efficiency:
Assign a minimum of 8 jobs per hour to meet team KPIs. Training and Mentoring:
Support the development of new advisors through ongoing training and mentoring. Continuous Improvement and Learning:
Engage actively in training sessions and maintain up-to-date knowledge. What we’re looking for: Strong Communication Skills:
Ability to engage with customers clearly and professionally. Organizational Skills:
Capable of managing time effectively and prioritizing tasks. Attention to Detail:
Demonstrates accuracy in recording information and updating systems. Problem-Solving Abilities:
Thinks critically to resolve customer or operational issues. Team Collaboration:
Builds strong working relationships with colleagues and third parties. Customer Focus:
Provides exceptional service by understanding and addressing customer needs. Adaptability:
Maintains composure in high-pressure situations. Technical Proficiency:
Confidently uses call center tools and applications like Excel. KPI-Driven Approach:
Focused on meeting performance targets. Compliance and Integrity:
Ensures adherence to regulations and company policies. Our Recruitment Process: Initial Call:
Start with an introductory call with our Junior Talent Acquisition Specialist. Skills-Based/ Final Interview:
Engage in a discussion about your past experiences with our Allocation Team Manager. Equal Opportunity Employer At Hometree, we are committed to creating an inclusive environment. We celebrate differences and promote a culture where you can bring your full self to work.
#J-18808-Ljbffr
23,795.20 pa (£11.44 per hour) Role type:
Permanent, Full Time Location:
Office Based, Stoke on Trent Reporting to:
Allocation Team Manager 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:
Contribute to offering flexible financing options, making 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 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 essential hardware. The Role YourRepair, now part of Hometree as of 2022, was founded to provide high-quality, customer-focused home and boiler care plans across the UK. In this role, you will serve as a vital point of contact for customers, delivering professional assistance regarding appointment scheduling, service updates, and general inquiries. You will collaborate with engineers, suppliers, and third parties to coordinate home repairs and boiler servicing, ensuring efficient communication and seamless service delivery. Additionally, you will handle customer complaints effectively, striving for first-contact resolution or escalating issues when necessary. You will meet key performance metrics, maintain compliance with GDPR and company policies, and contribute to process improvements. Responsibilities: Customer Interaction:
Handle incoming customer calls professionally, providing accurate information about appointment times, service dates, and other inquiries. Collaboration:
Coordinate with engineers, suppliers, and third parties to arrange home repairs and boiler servicing. Complaint Resolution:
Record customer complaints accurately, resolving issues at first contact or escalating them appropriately. Process Improvement:
Identify enhancements to systems and processes, reporting errors to the Allocations Team Manager. Quality Assurance:
Meet Quality Control (QC) standards for customer calls and administrative tasks. Compliance and Policies:
Adhere to GDPR and DPA regulations, following company policies and procedures. Performance Metrics:
Achieve key performance indicators (KPIs), including call volume targets and Service Levels. Job Allocation Efficiency:
Assign a minimum of 8 jobs per hour to meet team KPIs. Training and Mentoring:
Support the development of new advisors through ongoing training and mentoring. Continuous Improvement and Learning:
Engage actively in training sessions and maintain up-to-date knowledge. What we’re looking for: Strong Communication Skills:
Ability to engage with customers clearly and professionally. Organizational Skills:
Capable of managing time effectively and prioritizing tasks. Attention to Detail:
Demonstrates accuracy in recording information and updating systems. Problem-Solving Abilities:
Thinks critically to resolve customer or operational issues. Team Collaboration:
Builds strong working relationships with colleagues and third parties. Customer Focus:
Provides exceptional service by understanding and addressing customer needs. Adaptability:
Maintains composure in high-pressure situations. Technical Proficiency:
Confidently uses call center tools and applications like Excel. KPI-Driven Approach:
Focused on meeting performance targets. Compliance and Integrity:
Ensures adherence to regulations and company policies. Our Recruitment Process: Initial Call:
Start with an introductory call with our Junior Talent Acquisition Specialist. Skills-Based/ Final Interview:
Engage in a discussion about your past experiences with our Allocation Team Manager. Equal Opportunity Employer At Hometree, we are committed to creating an inclusive environment. We celebrate differences and promote a culture where you can bring your full self to work.
#J-18808-Ljbffr
