Operations Support Lead

Hometree; Faversham; Hybrid; GBP 30,000 - 35,000; Full time

Job summary

A leading residential energy services company in the UK is seeking a Customer Operations Manager to shape their Homecover platform. The role involves building supplier relationships, managing operational systems, and driving improvements using data insights. The ideal candidate has exemplary leadership skills, is adept at cross-team collaboration, and has a strong problem-solving mindset. Competitive salary between £30,000 - £35,000 plus perks. This role offers a hybrid working model with opportunities for professional growth.

Benefits

33 days holiday inclusive of bank holidays and your birthday.

Free boiler & home emergency cover with 40% discount for friends & family.

Support for mental health and wellbeing.

Menopause support including friends & family access.

Regular team socials including summer and winter parties.

Qualifications

• Proven track record of leading teams and engaging customers.
• Skilled in building strong relationships across teams.
• Able to improve processes and address issues continuously.
• Excellent communicator and influencer.
• Capable of using data to make informed decisions.
• Focused on timely and quality execution.
• Builds trust and partnerships within and outside the company.
• Handles change effectively while managing tasks.

Responsibilities

• Build and maintain relationships with suppliers.
• Manage system updates and solve outages promptly.
• Assist with team recruiting and annual budget planning.
• Plan and manage team resources for efficiency.
• Organize team events for engagement.
• Lead projects to improve operations.
• Promote automation and AI tool usage.
• Use data to identify growth opportunities.
• Support the Customer Operations Director as needed.

Skills

Leadership skills

Relationship building

Problem-solving mindset

Communication and influence

Analytical thinking

Execution and delivery

Confidence and trust building

Adaptability

Job description

Salary

£30,000 - £35,000 per annum based on experience.

Role type

Permanent, Full Time.

Location

Hybrid: typically work onsite one day per week at one of our offices in Stoke, Peterborough, or London. Travel costs to any office other than your designated home site will be covered.

Reporting to

Customer Operations Director.

About YourRepair & Hometree

YourRepair, now part of Hometree, provides high‑quality home and boiler care plans across the UK. Hometree is a leading UK residential energy services company, supporting households with installation, financing and maintenance of low‑carbon technologies and essential home services.

The Role

Homecover supports customers’ daily needs through its core brands, Hometree and YourRepair. This role is key to shaping the Homecover platform across both brands, using data‑driven insight to identify improvement opportunities, drive change and enable the leadership team to focus on delivering exceptional customer experiences while achieving strong commercial results.

Responsibilities

• Supplier relationships: Build and maintain good working relationships with suppliers to keep services running smoothly and fix issues quickly.
• System updates and outage fixes: Manage system updates and quickly solve any outages to reduce downtime and keep everything working well.
• Hiring and budget support: Help with recruiting team members and provide input to help plan the annual budget.
• Managing resources: Plan and manage team resources daily and for the coming months to keep work efficient and on track.
• Team engagement: Organise team events to keep morale high and encourage teamwork.
• Change and project work: Lead and support projects and changes to improve how we work and meet business goals.
• Automation and AI: Promote the use of automation and AI tools to make tasks faster and more accurate.
• Using data to solve problems: Use data to find causes of issues and spot growth opportunities, then share ideas with the Capacity Planning team.
• Support for the Customer Operations Director: Provide flexible help with projects and urgent tasks as needed.

What We’re Looking For

• Leadership skills: Proven track record of leading teams, driving improvements and keeping customers and staff engaged.
• Relationship building: Skilled at working closely with different teams across the company and building strong relationships to deliver projects successfully.
• Problem‑solving mindset: Always looking for ways to improve and fix issues with a positive, continuous‑improvement mindset.
• Communication and influence: Excellent at connecting with others, influencing and motivating people through your passion for great customer and team experiences.
• Analytical thinking: Use data and careful thinking to guide decisions and actions.
• Execution and delivery: Focused on getting things done well and on time.
• Confidence and trust building: Comfortable creating trusted partnerships both inside and outside the company.
• Adaptability: Able to handle change while managing everyday tasks smoothly.

Recruitment Process

• Initial Call: Introductory call with the Customer Operations Director to discuss the role and your potential fit (30 min).
• Skills‑Based Interview: Detailed discussion about your past experiences with the Customer Service Manager (1 hr).
• Final Interview: Final interview with the CCO (30 min).

Perks of the Job

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

• 33 days holiday inclusive of bank holidays and your birthday.
• Free boiler & home emergency cover with Hometree plus 40 % discount for friends & family.
• Support for your mental health and wellbeing via Oliva.
• Menopause support from Stella, including friends & family access.
• Regular team socials including summer and winter parties.

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 toward 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.

Operating Across Three Dynamic Divisions

Financial Services: Offer 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 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.

FCA Code of Conduct

As a regulated financial services organisation, Hometree operates 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.

Equal Opportunity Employer

At Hometree, we are committed to creating an inclusive and representative environment. 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 will not discriminate against you at any point in the hiring or working process.