Customer Care Team Lead

Salary: 30000 pa.
Role type: Permanent Full Time.
Location: Remote first with requirement to attend Peterborough and London offices when needed.
Reporting to: Head Of Operations

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; its about empowering homeowners to manage their energy more efficiently and costeffectively thereby setting new standards in energy consumption.

We operate across three dynamic divisions:

Financial Services: Here youll 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 cuttingedge sustainable energy solutions necessary for reaching netzero 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.

Key Achievements

85m Capital Raised Weve raised over 85m todate from leading global investors including Legal & General Capital and specialist energy VCs

5 Acquisitions Weve 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

The Role

As the beating heart of our business Customer Care is responsible for liaising with customers engineers and suppliers to coordinate a rapid response and resolution to our customers problems gracefully handling any challenges arising along the way.

We are looking for a charismatic and organised leader who has a passion for developing people and delivering great customer experiences. Our business and team are growing at a fast pace meaning we are looking for a Team Leader who can drive forward improving our internal processes work together to deliver great KPI results and engage our team on the journey.

Responsibilities:

• Performance: Manage Contact Centre KPI performance of a busy customer care team.
• Coaching: Coach develop and inspire a team to deliver improved individual results in performance and behaviours.
• Engagement: Create a motivated and engaged workforce through great communication reward and recognition and personal development discussions.
• Quality: Implement embed and support the achievement of quality standards across the team.
• Delegation: Prioritise and delegate work to ensure smooth running of the team and an effortless experience for the customer.
• Resolution: Handle complex and escalated customer service issues effectively.
• Innovation: Identify areas for improvement and introduce innovative ways to further enhance service levels.

What were looking for:

• Experience: Team Leader experience of 2 years.
• Results: Experience of working in a busy Contact Centre or Retail environment with proven results in Contact Centre sales and/or service KPIs.
• Leadership: Passion to lead by example and a proven track record of delivering fantastic customer service yourself.
• Coaching: Skills to coach develop and performance manage a team to retain and develop talent.
• Pressure: The ability to work well under pressure and prioritise tasks to meet deadlines effectively in a fastpaced environment.
• Communication: Excellent decisionmaking communication and persuasion skills.
• Flexibility: Flexibility and the ability to adapt to challenging situations and conversations.
• Collaboration: Experience in collaborating with multiple departments and key decisionmakers.
• ProblemSolving: A problemsolving mindset with the ability to think outside of the box to find solutions.

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)
• SkillsBased Interview: Engage in a detailed discussion about your past experiences with our Head of Customer Care (1 hr)
• Final Interview: A final stage interview with our Director of Operations. (30 mins)

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 (its 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.

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 wont 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