Welcome to Operations at 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.
Operations Team Hiring Hub
Here you will find everything you need to know about what it’s really like to work in the Operations team at Hometree, what your recruitment process will look like, and what you can expect in our interviews.
Why we love Hometree
We think it’s important to be proud of the company you work for, and its impact on our local communities and our planet. Here’s some of the reasons why we are proud to work at Hometree:
🌱 We’re working to make our planet greener
Hometree exists to accelerate the transition to net zero homes.
Hometree is a residential energy services company paving the way for a brighter future by making renewable energy in the home more affordable and accessible for millions of people.
We’ve been around since 2016, originally in the home cover market, helping customers keep their homes warm and protecting their most essential assets from breaking down.
Now, we’re building a bigger and brighter future for homeowners by helping them to reduce the carbon impact of their homes with renewable solutions that enable sustainable, stress-free living.
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.
💪🏾 We’re a scale - up business on the rise
We’re proud to be one of the fastest-growing European scale-ups' in the residential energy services sector backed by world-leading investors.
Big corporations can be bogged down in hierarchy and red- tape. At Hometree, we have the flexibility and willingness to move and adapt quickly, small enough that every voice can be heard, but large enough to provide stability and proper career progression.
🙂 We put our people first.
We have invested in best in class processes and policies to make this a great place to work. We have benefits (and they’ll continue to grow!), but more than that: we actually care about you and your career progression.
👐🏾 We work with local UK engineers providing financial stability in our local communities
We have a wonderful network of over 3,000 engineers who provide our customers with world class service. It feels good to know that we are supporting the livelihood of qualified expert engineers around the UK, whilst also solving our customers issues.
Who you'll be working with
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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.
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Excellent communications skills, customer service and time management are all fundamental to ensuring the best experience for our customers and network.
As 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.
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Our Operations team onboarding includes a comprehensive two - week training program delivered by our in - house quality and compliance specialists, so that you can work with confidence in our customer facing roles in a regulated environment.
Perks & Benefits
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🖖🏾 We offer real flexibility in working hours
We're upfront about our shift times so you can manage your work / life balance
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🏄🏾♀️ We have a diverse team from a range of professional backgrounds
with a range of interests or side hustles!
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⛱️ 34 days holiday including bank holidays and your birthday!
So go on, book that trip...
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🤑 We offer real career progression opportunities
To support you through every stage of your Hometree career and beyond
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🥽 We support cross-training opportunities
so you can broaden your skill set
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🚀 We work with all the best tools
No outdated or slow software!
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🏡 We allow our operations team to work remotely from home the majority of the time
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🐾 We provide a monthly team building office day
in Peterborough (with lunch and snacks!)
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🧠 We partner with world class mental health provider Oliva to make sure you’re supported at work
So you can get mental health support if and when you need it most
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🎧 We give you all the kit you need to do your job
Apple Mac laptops and headset
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🤩 We have a dedicated Operations Training and QA team
Which means you’re supported from Day 1
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🌍 We offer you the opportunity to be part of something great
We’re building a brighter future for homeowners and helping combat climate change
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But wait, there's more...
- Private pension contribution
- Discounted GymBox membership
- Free boiler & home emergency cover - plus 40% discount for friends & family
- Regular company wide team socials including Summer and Christmas parties
- Great networking opportunities - we’re backed by world-class Venture Capitalists.
- Private pension contribution
Day In The Life
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Each day in the Customer Care team is uniquely different: you might start by answering inbound calls, or check outstanding tickets and action any customer queries. Customer communication is key, so you move through your open tickets quickly and efficiently. Once you have dealt with your tickets, you would help your team out by resolving any unassigned jobs. Keep up to date with the team and any key issues through Slack and get help from your colleagues when and if you need it, in real time.
Customer Care Executive
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No day is the same: once you’ve made your brew and you’re logged in you'll be assigned a queue to focus on. This may involve tasks like scheduling engineers visits, investigating engineer reports, checking job status, or confirming appointment times for our valued customers. We also provide assistance to our amazing engineers through phone calls and Whatsapp chat. This involves resolving on-site queries, discussing parts required for repairs, and authorising costs. Every day brings new challenges and opportunities. You'll encounter a variety of repairs, ranging from simple fixes to making important decisions like determining if a boiler can be repaired or needs replacement. No matter how busy we are, our team knows how to have fun, collaborate, and support each other. We are dedicated to ensuring our engineers receive the support they need to quickly restore our customers' properties to working order.
Repairs Excecutive
Operations Team Interview Process
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What to expect?
The initial phone interview with Hometree or an external recruiter consists of a 30 minute discussion.
Hometree seeks team members that are passionate about customer service, wholeheartedly behind our mission, have a learn-it-all mindset, who both add to and fit into our culture.
To assess these skills, the interviewer might ask you to talk through a situation where you have worked cross-functionally, or describe a work experience that you think was particularly interesting, challenging, or relevant to operations opportunities at Hometree. In short, you will be asked to tell a lot of stories about your relevant experience.
When it comes to working with us, a know-it-all mindset isn’t the norm. The most successful team members contribute, share knowledge and motivate their colleagues, and work to ensure the team and our customers’ success. You'll want to think about how you embody these qualities and be ready to answer questions in a compelling, inspiring way that makes an interviewer think "I would love to work with this person.”
Interview structure
The interview will cover seven key areas:
1. Who we are
We’ll provide you with a high-level overview of Hometree, our history and current operations that hopefully will complement your research and understanding of who we are.
2. Hometree’s culture
Our operations team and wider company cultural values are at the forefront of everything we do. It’s crucial you get a good understanding of how things get done and how we expect everyone to conduct themselves.
3. What ’success’ looks like for the role
We’ll run through what we’re looking for, what it means to be successful at Hometree and how an operations team member can be successful at Hometree.
4. Who are you?
This part of the discussion will focus on your core values and what you’ve been doing. For that, we’ll ask some direct questions and behavioural or situational questions. (i.e. “Can you provide an example of...?” or “Tell me about a time that...”)
- Could you succinctly run us through your CV.
- What's an example of a tough team situation you’ve dealt with?
- Tell us about a time when you disagreed with the company/department/team direction.
- Whats the most difficult customer service scenario you’ve found yourself in?
5. Suitability for advertised job role & level
We’ll talk about your skill set and ask you to give examples from your experience about how you might meet the job description.
6. Cross-functional collaboration
This part of the discussion will focus on behavioural or situational questions. (i.e. “Can you provide an example of...?” or “Tell me about a time that...”)
- How do you help your team to achieve their goals?
- Give an example of a conflict and how you resolved it.
- Tell me about a time when you helped the team processes to improve.
- Tell me about a time when your team was struggling.
- Tell me about a time when you didn’t understand a customer request and how did you resolve it.
7.Q&A
This is a chance for you to learn more about what it’s like to be in the operations team at Hometree and anything else that you’re curious about. Come prepared with smart questions for a 5 min slot.
Feedback: You’ll receive feedback from us about your interview via email. We aim to provide this feedback to all candidates within 7 days.
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Successful candidates will be contacted via telephone to share the great news, this will be followed up (usually within 48 hrs) with an offer letter. A contract will then be issued and sent out subject to satisfactory employment checks.
Where notice periods need to be recognised and supported we will send ‘keep in touch’ emails to stay close to you throughout the process ahead of your first day with us here at Hometree.
Closer to your start date you will receive a welcome email including the zoom link for your first day so that your onboarding and training can commence.
All of the equipment needed for your role will be sent out ahead of your start date to your home address.
Operations Training Academy
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You’ll get extensive onboarding and compliance training when you join Hometree, across customer service, data protection, FCA compliance, PCI and more.... This means that by the time you speak to customers, live, you'll feel fully trained and ready to tackle any questions that arise.
