Operations Support Lead

Hometree Group; Greater London; Hybrid; GBP 30,000 - 35,000; Full time

Job summary

Join a renewable energy services company as a Customer Operations Lead, responsible for improving customer experience and team performance. This hybrid role requires strong leadership and problem-solving skills to manage teams effectively and build relationships. You will report to the Customer Operations Director and work collaboratively to drive change and efficiency across customer care services. A proven track record in team management and excellent communication abilities are essential for success in this pivotal position.

Benefits

33 days holiday inclusive of bank holidays and your birthday

Free boiler & home emergency cover with a discount for friends & family

Support for mental health and wellbeing

Regular team socials including parties

Qualifications

• Proven track record of leading teams and driving improvements.
• Excellent communication skills to influence and motivate others.
• Strong analytical thinking skills for decision-making.

Responsibilities

• Build and maintain relationships with suppliers.
• Manage system updates and fix outages.
• Plan and manage daily resource allocation.

Skills

Leadership skills

Problem-solving mindset

Communication and influence

Analytical thinking

Relationship building

Job description

Hometree is a residential energy services group paving the way for a brighter future by making renewable home energy hardware accessible to millions of homeowners. Our growing portfolio of businesses and partners make it easier for homeowners to install, finance and maintain their home energy hardware, helping them run their homes in a carbon‑neutral way.

Hometree Finance and YourRepair are part of Hometree following acquisition in 2022, specialising in 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 covering boilers, heating, plumbing, and electrical systems for homeowners and landlords alike.

Hometree is a leading UK residential energy services company, supporting households with the installation, financing, and maintenance of low‑carbon technologies and essential home services.

Backed by Hometree’s scale and ambition, YourRepair continues to deliver trusted, reliable home maintenance and repair services through its UK‑based, 24/7 support team, rapid response times, and no‑insurance approach, meaning no underwriters or paperwork delays. With flexible start dates, nationwide coverage, and long‑term, budget‑friendly pricing, we provide homeowners and landlords with genuine peace of mind.

Installations

• Geowamth
• GreenGenUK
• IMS Heat Pumps
• The Little Green Energy Company

Financing

• Hometree Finance

Home Cover

• Hometree
• Your Repair

Salary: £30,000 - £35,000 per annum based on your experience
Role type: Permanent, Full Time
Location: Hybrid, you will typically be required to 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

The Role

Homecover is at the forefront of supporting our customers’ daily needs through our two core brands, Hometree and YourRepair. Our teams cover Customer Care, Servicing, Repairs, Escalations, Sales, Training & QA, Network, and Reviews, where strong communication and time management are essential to delivering the best experience.

This role is key to shaping the performance and future of the Homecover platform across both brands. Using data‑driven insight, you’ll identify opportunities for improvement, drive change, and enable the leadership team to focus on delivering exceptional experiences for our customers and people, while achieving strong commercial results.

With significant responsibility and high visibility, this role reports directly to the Customer Operations Director. Leadership, relationship building, problem‑solving, communication, analytical thinking, execution, confidence, and adaptability will all be crucial in driving improvements, managing change, and supporting team growth.

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 Customer Operations Director: Provide flexible help with projects and urgent tasks as needed by the Customer Operations Director.

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.

Our Recruitment Process

• Initial Call: Start with an introductory call with our Customer Operations Director to discuss the role and your potential fit. (30 mins)
• Skills‑Based Interview: Engage in a detailed discussion about your past experiences with our Customer Service Manager (1 hr)
• Final Interview: Final interview with CCO. (30 mins)

Perks of the job

• 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 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 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 250 passionate employees transforming the industry across the Group, one home at a time

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