Customer Care Executive

Responsibilities:

• Deliver Outstanding Customer Service: Handle all inbound queries from customers via phone, email, WhatsApp, and live chat, ensuring exceptional service at every touchpoint.
• Uphold Company Service Standards: Maintain high standards to deliver a great customer experience, aiming for positive feedback from all interactions.
• Manage Customer Touchpoints: Support customers at every stage of their journey, from logging claims through to delivery, ensuring each contact is resolved to their satisfaction.
• Master Systems and Processes: Develop a deep understanding of our systems and processes to efficiently resolve customer queries on the first contact.
• Build Strong Relationships: Foster strong connections with customers, engineers, and key stakeholders to ensure positive outcomes for all interactions.
• Collaborate with Business Functions: Work closely with teams like Sales, Repairs, Escalations, and the Engineer Network to deliver fast, clear, and professional resolutions, while continuously improving our processes.
• Provide Feedback and Recommendations: Proactively share feedback and suggestions to enhance processes, systems, and overall customer experience.
• Continuously Improve Skills: Look for opportunities to expand your knowledge, industry expertise, and customer service abilities.
• Update Systems: Make necessary updates and changes to customer accounts upon request, ensuring accuracy and efficiency.

What we’re looking for:

• Customer Service Experience: 12-18 Months ****experience working in a customer service environment, providing a solid foundation for delivering exceptional service.
• Desire to Work Closely with Customers: A strong ambition to engage with customers daily, ensuring their needs are met and their concerns are addressed.
• Confident Self-Starter: A proactive problem-solver with a customer-centric mindset, finding satisfaction in resolving customer issues quickly and efficiently.
• Disciplined and Organised: Highly detail-oriented with an ownership mindset, ensuring every aspect of service delivery is thoroughly addressed.
• Adaptive Multitasker: Comfortable switching between calls, chats, emails, and systems, while managing multiple tasks effectively.
• Excellent Communication Skills: Clear and concise verbal and written communication abilities, essential for interacting with customers and stakeholders.
• Strong Interpersonal Skills: Engaging and empathetic in all forms of communication, whether over the phone, in person, or in writing.
• Resilient Under Pressure: Ability to calmly and confidently handle difficult customer situations, working towards the best possible outcome.
• Collaborative Team Player: Enjoys working with colleagues to resolve issues, ensuring a seamless and efficient service experience.

Shift patterns available:

• Full time (37.5 hrs)
• Working shifted hours between the hours of 7:00-19:30 (7.5 hour shifts) with 1x full weekend every 3 weeks on a rota basis including Bank Holidays

Our Recruitment Process:

• Initial Call: Start with an introductory call with our Junior Talent Acquisition Specialist to discuss the role and your potential fit. (30 mins)
• Skills-Based Interview: Engage in a detailed discussion about your past experiences with our Customer Care Team Lead (1 hr)

Perks of the job

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

• 33 days holiday inclusive of bank holidays pro rata
• Flexible remote working - with requirement to attend our Peterborough office on a monthly basis
• 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.