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Retentions Executive

Hometree

Hometree

Peterborough, UK · Remote
Posted on Thursday, May 30, 2024
Operations · Peterborough · Temporarily Remote

Retentions Executive

Does retaining customers for your business through great service make you tick? Then working in our Retention’s team could be the role just for you!

Salary: £24,000 per annum, plus generous commission scheme of up to 30% of salary OTE
Role type: Full Time
Location: Remote first, in the Peterborough area. You must be willing to travel to the Peterborough office for team meetings
Reports to: Customer Advocacy and Retentions Team Lead, Operations


Does retaining customers for your business through great service make you tick? Does understanding what's not quite right for a customer, and fixing it, make your day? Then working in our Retention’s team could be the role just for you!


About Hometree

Hometree is a home energy services company on a mission to accelerate the transition to net zero. By fixing, installing and financing home energy hardware, we'll help homeowners transition to low-carbon solutions, when they are ready.


Today, we ensure UK homes are warm and working with all-encompassing home heating hardware cover plans. Our network of skilled engineers offers regular maintenance, emergency repairs, and support for gas boilers, central heating, and plumbing.


Our values

You’ll be joining a bunch of bright individuals and teams all committed to providing vital energy services and excellent customer service. Our ROOTS values are the five values we live by. They guide us in everything we do and how we behave towards each other:

  • 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.

  • Obsession for the Customer - 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.


Role and responsibilities

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.

The things you’ll do

  • Communicate with customers who are considering leaving, whether during their contract term or at the policy renewal stage, through inbound contacts to discuss their options.

  • Identify and implement opportunities discussed with customers that could encourage them to remain with us.

  • Investigate and understand a customer’s journey to be able to rectify any areas of improvement

  • Outbound call customers whose policy is not set to renew automatically - to make sure their home cover doesn’t lapse!

  • Contact customers whose direct debit payments have been cancelled to reinstate the payments, reactivate their policy, and restore their peace of mind.

  • Negotiating a price that balances securing the right deal for both the customer and Hometree

  • Record and update conversations and outcomes in the company's CRM and pipelines.

  • Provide valuable insight into what needs improving to stop customers needing to contact us around leaving.

What we’re looking for

  • Experience working within customer service in a ‘save’ style role

  • Strong interpersonal and communication skills - people love working with you because of your passion for delivering for the customer and helping team members

  • Excellent and clear verbal and written communication skills

  • An individual who is highly motivated by achieving targets

  • A natural problem solver driven by curiosity & continuous improvement mindset

  • Disciplined and organised with a keen eye for detail and an ownership mindset, ensuring no stone is left unturned in the pursuit of delivering great service and saving the customer

  • 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

  • Confidence in working with multiple customer/online systems


Work Location

This is a remote role to enable our team to have flexibility that works for them so you will need a comfortable and quiet home working environment. We hold monthly team meetings in Peterborough, which you will be expected to attend and twice yearly social events at our London office. There may be times we want to see you in the Peterborough office more often for extra training or meetings where required (no more than once a week)


Shift patterns available:

Full time (37.5 hrs)

9:00-17:30 Monday -Friday


Salary and benefits

This role is a permanent full time or part time role with a salary of up to £24,000 per annum, prorated for part time roles, and depending on experience.

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

  • Flexible remote working

  • Generous commission scheme - where you can earn up to 30% of your salary!

  • Monthly team meet ups in a central Peterborough location with lunch provided

  • Career grading with a clear progression pathway and pay ranges attached to recognise and reward increasing competence and skills

  • 33 days holiday inclusive of Bank Holidays prorated for part time roles, plus your birthday

  • Private pension contribution with up to a maximum 3% employer contribution

  • Generous enhanced Parental Leave policy which includes up to 13 weeks fully paid leave for primary caregivers, and 6 weeks fully paid leave for secondary carers

  • Free boiler & home emergency cover - plus 40% discount for friends & family

  • Support for your mental health and wellbeing via Oliva

  • Menopause support from Stella, including friends & family access

  • Regular team socials including Summer and Christmas parties.


Who you’ll be working with

The Hometree Operations Department is at the forefront of serving and managing the daily needs of our customers. Made up of seven teams it includes Customer Care, Repairs, Escalations, Sales, Training & QA, Network and Reviews. Excellent communications skills, customer service and time management are all fundamental to ensuring the best experience for our customers and network.

Since we operate in a regulated industry, legal compliance is crucial to our daily operations. We are a close-knit hybrid department that excels and grows by learning from each other.

More information about the Operations team at Hometree can be found here.


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.

Department
Operations
Locations
Peterborough
Remote status
Temporarily Remote
Yearly salary
24,000

About Hometree

Hometree is a home energy services company on a mission to accelerate the transition to net zero. By fixing, installing and financing home energy hardware, we're helping homeowners transition to low-carbon solutions, when they are ready.

Operations · Peterborough · Temporarily Remote

Retentions Executive

Does retaining customers for your business through great service make you tick? Then working in our Retention’s team could be the role just for you!

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