Head of Sales and Retention Peterborough
Job description
Salary: Up to £85k OTE (£65k base salary plus incentive performance package depending on experience and based on achieving targets and quality criteria) Role type: Permanent, Full Time (37.5 hours per week) Location: Hybrid remote / Peterborough but requirement to work at least 1 day a month from our Peterborough office and when required from our London office Reporting to: Operations Director This role is for you if you’re an energetic and highly motivated sales leader with a passion for ensuring customers have the right cover for peace of mind during the winter and a curiosity around green technology! About Hometree Hometree is a home energy services company on a mission to accelerate the transition to net zero. By fixing, installing and financing home energy hardware, we're helping homeowners transition to low-carbon solutions, when they are ready. Heating contributes 14% of the UK's greenhouse gas emissions. To meet net zero targets we need to act now - but with soaring energy costs, expensive heat pumps, and home infrastructure issues, homeowners face many pressing questions: heat pump or hydrogen boiler? Who will install it? And, how can I afford it? Hometree understands that each homeowner moves at their own pace. Today, we provide boiler and home emergency cover but we’re expanding our products and services to install and finance low-carbon home energy hardware to help more UK homeowners decarbonise their homes, when the time is right for them. About Hometree Hometree is a home energy services company on a mission to accelerate the transition to net zero. By fixing, installing and financing home energy hardware, we'll help homeowners transition to low-carbon solutions, when they are ready. Today, we ensure UK homes are warm and working with all-encompassing home heating hardware cover plans. Our network of skilled engineers offers regular maintenance, emergency repairs, and support for gas boilers, central heating, and plumbing. Our values You’ll be joining a bunch of bright individuals and teams all committed to providing vital energy services and excellent customer service. Our ROOTS values are the five values we live by. They guide us in everything we do and how we behave towards each other: Radical Candour - Be direct, open and honest. We tell it how it is but always with respect. Ownership - Act like an owner. Hold yourself and others to account. Obsession for the Customer - Put the customer's needs at the heart of everything you do. Teamwork - Collaborate to get to the best outcome and have a little fun along the way. Speed - Make decisions fast. Test, learn and iterate quickly to deliver the best result. Role and responsibilities As our sales leader for prospective and current home cover customers, you will be the focal point for everything sales and retention related, inbound and outbound. The role covers three key areas where having an ability to build and develop a high performing sales team will be critical. The first key area involves helping us grow our home emergency cover business. Despite being the 4th biggest player in the market, many prospective customers call us to build trust. Telesales make up a significant proportion of our overall sales. The second key area involves retaining as many of our existing customer base as possible. Our ambition is to attempt to retain every customer who tries to leave us whether that be at renewal or those who try to leave mid-term. Finally, our ability to transition existing customers who want or need to replace their boiler into a new boiler or (soon to be) greener option financed through Hometree Finance is a critical part of our decarbonisation story. Many of our systems and processes have evolved organically and have not necessarily been given the focus needed to support the team and maximise lead conversion. This is something we are looking to change with this role. The things you’ll do Lead a home emergency cover sales and retention team focused on maximising sales conversion and retention save rate while delivering exceptional customer service through inbound and outbound lead management in a FCA regulated company Lead our home emergency cover cross sell team aimed at selling customers whose boilers are beyond economical repair or are looking into purchasing a new boiler (and future products as we add them) provided by Hometree Finance Help to identify market insights from lost sales or losing customers to competitors to help identify product or pricing opportunities and refine our sales approach by working closely with our Marketing and Product teams Continually refine and develop our processes, systems and sales approach to figure out what works to maximise KPI performance, improve team productivity and performance reporting Nurture and develop a high performing team through a clearly defined sales and retention approach, high quality training and coaching, defining clear quality and compliance standards and supporting the team with their future development What we’re looking for Our ideal colleague will exhibit all of the following attributes: Several years managing a telesales team or function in the primarily B2C industry who knows what great performance looks like and can drive performance improvement across the team. Key KPIs include: inbound/outbound conversion rate, mid term save rate, renewal save rate and abandon rate Experience in using and refining lead management systems such as Hubspot, Salesforce…etc. A motivated self starter who consistently demonstrates a ‘can do’ attitude and a drive to exceed KPI targets, while willingness to ‘roll up their sleeves’ when needed Ability to coach and develop a high performing team An ability to demonstrate a strong understanding of business processes and practices and an ability to constantly challenge the status quo and propose improvements Proficient at analysing data and using it to either get to the root cause of an issue or to ‘tell the story’ of what is happening. This includes being comfortable using Excel and/or Google Sheets Excellent communication skills and ability to build rapport quickly Presentation of sales performance data and provide regular updates to senior leadership and stakeholders A quick learner who can easily evolve their approach to figure out ‘what works’ and to quickly adapt to changing initiatives and products Desired but not mandatory experience It would be a bonus if you are able to demonstrate: Having worked in a sales role within a regulated industry Work location This is a hybrid role to enable our team to have flexibility that works for them so you will need a comfortable and quiet home working environment. We hold monthly team meetings in Peterborough, which you will be expected to attend and twice yearly social events at our London office. We have Hometree offices in London (Chancery Lane). This role is open to candidates who are happy to commute to the office at least one day per week for the team to collaborate. Salary & benefits This role is a permanent full time role with a salary range of up to £85,000 OTE, prorated for part time roles, and depending on experience. We have an ever expanding list of benefits that currently includes: Central London, dog-friendly office plus flexible hybrid working arrangements based on role Monthly team meet ups in a central Peterborough location with lunch provided Flexible remote working arrangements Home office set - up including second screen, desk chair and technology items 25 days holiday plus bank holidays and your birthday Generous enhanced Parental Leave policy which includes for up to 13 weeks fully paid leave for primary caregivers, and 6 weeks fully paid leave for secondary caregivers, subject to eligibility criteria Private pension contribution with up to a maximum 3% employer contribution 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 Learning & development entitlement to enable your professional and personal learning and development based on role Employee referral scheme where you get paid when someone you recommend joins the Hometree Group Regular team socials including Summer and Christmas parties. Who you’ll be working with The Hometree Operations Department is at the forefront of serving and managing the daily needs of our customers. Made up of seven teams it includes Customer Care, Repairs, Escalations, Sales, Training & QA, Network and Reviews. Excellent communications skills, customer service and time management are all fundamental to ensuring the best experience for our customers and network. Since we operate in a regulated industry, legal compliance is crucial to our daily operations. We are a close-knit hybrid department that excels and grows by learning from each other. Our Operations team onboarding includes a comprehensive two - week training program delivered by our in - house quality and compliance specialists, so that you can work with confidence in our customer facing roles in a regulated environment. More information about the Operations team at Hometree can be found here. 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.
