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

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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!

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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.

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Key Achievements

🏆 £85m+ Capital Raised - We’ve raised over £85m to-date from leading global investors including Legal & General Capital and specialist energy VCs

🏆 5 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 and IMS).

🏆 100k Homes Covered - We cover over one hundred thousand homes across the UK

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

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The Role

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.

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Responsibilities

• 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

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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.

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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

Department

Operations

Locations

Peterborough

Remote status

Temporarily Remote

Yearly salary

24,000

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