Salary: 23,795.20 pa (£11.44 per hour)
Role type: Permanent, Full Time
Location: Office Based, Stoke on Trent
Reporting to: Allocation Team Manager

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; 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.

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 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

YourRepair, now part of Hometree as of 2022, was founded to provide high-quality, customer-focused home and boiler care plans across the UK. With years of expertise in plumbing and gas engineering, YourRepair offers fixed-price plans that cover boilers, heating, plumbing, and electrical systems for homeowners and landlords alike. Our UK-based, 24/7 support team ensures rapid response and peace of mind, while our no-insurance approach means no underwriters or paperwork delays. With flexible start dates, nationwide coverage, and long-term, budget-friendly pricing, YourRepair continues to be a trusted choice for reliable home maintenance and repair services.

As an Allocations Team Advisor, you will serve as a vital point of contact for customers, delivering professional and accurate assistance regarding appointment scheduling, service updates, and general inquiries. You will collaborate with engineers, suppliers, and third parties to coordinate home repairs and boiler servicing, ensuring efficient communication and seamless service delivery. In this role, you will handle customer complaints effectively, striving for first-contact resolution or escalating issues when necessary. You will meet key performance metrics, maintain compliance with GDPR and company policies, and contribute to process improvements. Additionally, you will support team development by mentoring new advisors and participating in training to drive service excellence and operational success.

Responsibilities:

• Customer Interaction: Handle incoming customer calls professionally, providing accurate and timely information about appointment times, service dates, and other inquiries.
• Collaboration: Coordinate with engineers, suppliers, and third parties to arrange home repairs and boiler servicing, ensuring smooth communication and efficient service delivery.
• Complaint Resolution: Record all customer complaints and dissatisfaction accurately, resolving issues at first contact whenever possible or escalating them appropriately to senior handlers.
• Process Improvement: Identify and suggest enhancements to systems and processes, reporting any errors or inefficiencies to the Allocations Team Manager for resolution.
• Quality Assurance: Consistently meet Quality Control (QC) standards for both customer calls and administrative tasks, ensuring service excellence and operational accuracy.
• Compliance and Policies: Adhere to GDPR and DPA regulations, follow all company policies and procedures, and use provided scripts to ensure accurate and compliant communication.
• Performance Metrics: Achieve key performance indicators (KPIs), including call volume targets, Average Handling Time (AHT), Service Levels, and minimized abandoned call rates.
• Job Allocation Efficiency: Assign a minimum of 8 jobs per hour to meet team KPIs, using tools like Excel effectively to manage and track workloads.
• Training and Mentoring: Support the development of new advisors through ongoing training, mentoring, and sharing of best practices to foster team growth and success.
• Continuous Improvement and Learning: Engage actively in training sessions, maintain up-to-date knowledge, and proactively contribute to team improvements in service delivery.

What we’re looking for:

• Strong Communication Skills: Ability to clearly and professionally engage with customers, engineers, and colleagues, both verbally and in writing.
• Organizational Skills: Capable of managing time effectively, prioritizing tasks, and keeping track of multiple responsibilities in a fast-paced environment.
• Attention to Detail: Demonstrates accuracy in recording information, updating systems, and allocating tasks without errors.
• Problem-Solving Abilities: Thinks critically and quickly to resolve customer or operational issues efficiently and effectively.
• Team Collaboration: Builds strong working relationships with colleagues, engineers, and third parties to ensure seamless operations and shared goals.
• Customer Focus: Provides exceptional service by understanding and addressing customer needs with empathy and professionalism.
• Adaptability: Maintains composure and flexibility when dealing with process changes, shifting priorities, or high-pressure situations.
• Technical Proficiency: Confidently uses call center tools, CRM systems, and applications like Excel to track and manage workloads.
• KPI-Driven Approach: Focused on meeting and exceeding performance targets, including call handling metrics and job allocation goals.
• Compliance and Integrity: Ensures adherence to regulations like GDPR and DPA while following company policies and delivering consistent, reliable service.

Extra Credit:

• Call Centre Expertise with a Customer Focus: Leverages experience in managing high call volumes and meeting performance metrics while prioritising customer satisfaction in every interaction.

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/ Final Interview: Engage in a detailed discussion about your past experiences with our Allocation Team Manager (1 hr)

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