Repairs Operations Specialist - Remote First

Hometree

Peterborough

Hybrid

GBP 23,400 - 28,600

Full time

14 days+

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Benefits offered by this job

33 days holiday inclusive of bank hols

Flexible remote working

Free boiler & home emergency cover

Discounted gym membership

£300 home office allowance

Mental health support

Menopause support

Cycle to work scheme

Regular team socials

Job summary

Hometree is seeking an organised, proactive Repairs Assistant to join our UK-wide team. Based remotely with monthly meetings in Peterborough, you will coordinate repairs for heating, plumbing, electrics and appliances, acting as the link between customers, engineers and suppliers.

The role focuses on scheduling, cost control and providing real-time support, with full-time hours and a 37.5 hour week. We value initiative, strong organisation and a customer-centric approach, delivering great

Qualifications

Experience – 12+ months working in a fast-paced operations team with high volumes and multiple systems.
Organisation – highly organised and able to prioritise operational tasks for the best customer output.
Initiative – a self-starter with a customer-centric mindset who gets a kick from resolving customers’ problems.
Decision-making – confidence in making decisions and clearly communicating reasoning and process behind the outcome.
Discipline – disciplined and organised with a keen eye for detail and an ownership mindset, ensuring no stone is left unturned in delivering great service.
Multitasking – enjoy multitasking and comfortable switching between calls, emails, systems, and tasks.
Interpersonal skills – strong interpersonal skills with an engaging and empathetic manner when communicating on the phone, in person, or in writing.
Resilience – resilient and able to handle difficult situations calmly and assuredly with customers over the phone, working to find the best outcome.
Team player – positive attitude, enjoys working collaboratively to resolve issues, and stays calm and focused on resolving the issue for customers and engineers.

Responsibilities

Scheduling – schedule appointments for engineers to attend customers’ properties, liaising with both engineers and customers to find a suitable time.
Inbound Calls – handle inbound calls from engineers on-site, providing real-time support and assistance with their queries, and also take inbound calls from customers to ensure timely and effective support in line with business demand.
Cost control process – work through the cost control process with engineers, ensuring repairs are completed efficiently and economically.
Appointment checks – confirm appointments are taking place as scheduled; where they are not, update the customer and reschedule at the earliest opportunity.
Report assessment – review engineer reports following a visit to determine next steps.
Ordering – order parts when needed, scheduling subsequent engineer visits where necessary to complete a fix.
Outbound Calls – make outbound calls to keep customers informed of the status of their claim through each step until resolved to their satisfaction, and communicate claim rejections, explaining reasons and exploring alternative solutions if applicable.
Support – support other operations teams when they reach out for more information on repairs or claims.
Collaboration – work with the Network team to keep them informed about engineers’ needs and requests, and work with the Tech and Product teams to improve processes, tools, and automation.