Salary: £31,200 per annum (£24,000 base plus 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

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!

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

🏆 6 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, IMS and GreenGen).

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

🏆 280+ Employees - We have over 280 passionate employees transforming the industry across the Group, one home at a time

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.

Responsibilities

• Customer Communication:Engage with customers who are considering leaving, whether during their contract term or at the policy renewal stage, to discuss their options and address concerns.
• Retention Opportunities:Identify and implement opportunities from customer discussions to encourage them to stay with Hometree.
• Customer Journey Analysis:Investigate each customer’s journey to pinpoint and address areas of improvement.
• Proactive Renewal Calls:Make outbound calls to customers whose policies are not set to renew automatically to ensure continuous home cover.
• Payment Reinstatement:Contact customers who have canceled their direct debits to reinstate payments, reactivate policies, and restore peace of mind.
• Pricing Negotiation:Negotiate pricing that balances value for the customer with Hometree’s business goals.
• CRM and Pipeline Updates: Accurately log customer interactions, actions, and outcomes in the company’s CRM and pipelines.
• Insight and Feedback: Provide valuable feedback on trends and areas needing improvement to reduce future cancellation risks.

What we’re looking for

• Retention Experience: Experience working in customer service, especially in retention or ‘save’ roles.
• Strong People Skills: You build rapport easily, deliver great service, and support your team.
• Effective Communication: Clear, confident, and professional verbal and written communication skills.
• Target-Driven Mindset: You’re motivated by achieving and surpassing targets and goals.
• Problem-Solving Mindset: You’re naturally curious and always look for ways to improve and solve challenges.
• Organised and Detail-Oriented: You’re disciplined and ensure that no detail is overlooked in delivering exceptional service.
• Calm and Resilient Under Pressure: You can handle challenging conversations and work toward positive solutions.
• Team Collaboration: You enjoy working collaboratively to resolve customer issues and share best practices.
• Tech-Savvy: You’re confident in working with multiple customer and online systems efficiently.

Perks of the job

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

• 25 days holiday plus bank holidays and your birthday
• 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