Client Support Executive

Hometree Marketplace Limited; Greater London; On-site; GBP 28,000 - 33,000; Full time

Benefits offered by this job

31 days holiday

Birthday off

Hybrid work 2 days/week

Boiler & home cover 40% discount

Gym membership across 100 UK gyms

£300 home office allowance

Mental health support via Oliva

Menopause support

Cycle to work scheme

Team socials

Job summary

Hometree Marketplace Limited is seeking a Customer Operations role in London, offering hybrid work with office presence on Wednesdays. You will support customers across channels, validate documentation, and help installers and tech teams scale operations. The role emphasizes a proactive, detail-focused mindset and cross-functional collaboration.

The position entails rotating shifts and involvement with multiple divisions to accelerate the transition to sustainable home energy solutions.

Qualifications

• Experience in customer operations and supporting end-to-end service.
• Strong communication abilities across channels (phone, email, chat).
• Attention to detail and compliance in documentation.

Responsibilities

• Deliver end-to-end customer experiences across channels.
• Manage customer inquiries with a focus on service excellence.
• Validate documentation to ensure high-quality installations.
• Review and improve existing workflows to meet changing needs.
• Build relationships with installers and key stakeholders.
• Create and update process documentation for knowledge sharing.
• Collaborate with internal and external teams to enable automation.

Skills

Customer operations

Communication skills

Attention to detail

Process improvement

Team collaboration

Adaptability

Proactive attitude

Job description

Salary: £27,500 - £32,500 pa depending on experience
Role type: Permanent
Location: London, hybrid. The candidate will be required to be in the office on Wednesdays across both shift patterns (more days will be required on an ad-hoc basis)
Reporting to: Operations Team Lead
Working hours: Rotating shift patterns, three weeks / one week:

• Rotating shift pattern
  • Monday to Friday, 9:00 am to 5:30 pm
  • Monday to Friday, 10:30 am – 7:00 pm
• Bank holidays: the team is open on bank holidays, so you will work them as normal. The exception is Christmas Day and Boxing Day, when the office closes. You get a day in lieu for every bank holiday you work

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

Hometree Finance is transforming the UK residential market by offering affordable financing for sustainable upgrades, such as solar energy systems.

In this role, you’ll join a dynamic team and support customers during a period of rapid growth. This fast-paced, multi-faceted position offers a unique opportunity to grow within a company dedicated to accelerating the transition to net-zero homes. You’ll enhance the customer journey by managing interactions across multiple channels, delivering exceptional service, and validating documentation to ensure high-quality installations. Additionally, you’ll foster strong relationships with installers, stakeholders, and tech teams to support product offerings, drive process automation, and enable scalability.

Responsibilities:

• Ensure Seamless Customer Experiences: Deliver a smooth, end-to-end operational journey for our customers, enhancing their experience from start to finish.
• Manage Customer Interactions: Handle customer inquiries through phone, email, and chat, prioritising exceptional service across all channels
• Validate Documentation: Review and confirm the quality of documentation to ensure installations meet high standards, addressing discrepancies as needed
• Systems and Processes Knowledge: Continuously evaluate existing workflows to identify areas for improvement and adapt to evolving business needs
• Support Installer Relationships: Build and manage relationships with installers to help them effectively offer Hometree Finance’s products
• Maintain Process Documentation: Create and update detailed documentation to promote knowledge sharing and operational consistency
• Foster Stakeholder Collaboration: Build strong connections with internal and external stakeholders, including tech teams, to leverage tools that support process automation and scalability

What we’re looking for:

• Passion for Customer Service: A genuine enthusiasm for customer service and for engaging with customers on a daily basis
• Relevant Experience: Previous experience in customer operations
• Excellent Communication Skills: Strong communication abilities that foster positive, lasting relationships
• Attention to Detail: A meticulous eye for detail and a commitment to accuracy and compliance
• Process-Oriented Mindset: Experience in creating, documenting, and refining processes to enhance operational efficiency
• Collaborative Spirit: A team player who thrives in a small, agile team and actively contributes ideas to improve team and customer experiences
• Adaptability: We're in a rapid growth phase, with constant change. You need to be comfortable working in this environment
• Proactive Approach: A "can-do" attitude, embracing challenges and seeking solutions beyond immediate responsibilities

Extra Credit:

• Data-Driven Decision-Making: Experience using Looker or other reporting tools to support decision-making and drive process improvement
• Experience managing customer complaints: Familiarity with the processes required to manage customer complaints in a regulatory environment

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 and task (remote): Engage in a detailed discussion about your past experiences with our Operations Team Lead & Operational Excellence Lead (1 hour)
• Final Interview (in-person): with our Director of Operations and a Managing Director of Hometree Finance (1 hour)

Perks of the job

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

• 31 days of holiday per year, including bank holidays (excluding Christmas Day and Boxing Day, when we close).
• Your birthday off, on us, because you should spend the day doing what you love.
• Hybrid working - Spend 2 days per week with your team in our collaborative London office.
• Free boiler & home emergency cover with Hometree, plus a 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 is available 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