Reviews Executive Peterborough, England
Job description
Reviews Executive, Reviews Team, Operations
Salary: Up to £24,000 per annum, prorated for part time, depending on experience
Role type: Full Time or Part Time roles available
Location: Remote first, in the Peterborough area. You must be willing to travel to the office once per month
Reports to: Senior Reviews Executive, Operations
If you love to understand and improve a customer's experience, this role could be just for you! With a focus on reviews, NPS feedback and social media comments (both where we have got things spot on and sometimes where it's not quite gone right) we are looking for a customer focused individual, with great problem solving skills. If that's you, apply below!
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
This role is part of our Reviews team, which is the centre of our customer feedback. You will work closely with our Repairs, Customer Care, Sales, Product and Escalations teams to add value to our operations.
Working closely with other functions, our Reviews team works hard to meet our operational objectives while also providing insight, ideas and creativity supporting efficient solutions to the wider business, working to deliver a best in class service to both Internal & external customers.
Working with various reviews and social media platforms, they look to understand customer sentiment and collate and relay that information to our internal teams. Speaking to customers to understand their journey with us, both when it's gone well and when we need to do better. The team is key to surfacing the root cause of customer issues to continue improving our products and services for the future.
Success is defined by the speed in which the team successfully resolves our customers' issues and their assessment of their customer experience. The Reviews team pride themselves on exceeding expectations, not sporadically, but for every customer, every time.
The things you’ll do
Work on customer feedback from our reviews and social media platforms and handle all claims in line with clearly defined quality and compliance standards.
Speak to customers daily to understand their experience - both those who have had a positive journey with us, but also where its not gone quite right
Investigate and understand a customer’s journey to be able to rectify any areas of improvement
Help to identify top processes via root cause analysis and opportunities to help improve the customer experience
Be the main point of contact for outward-facing communications to our customers on social media, with a focus on resolving the causes of negative reviews we receive via these platforms (Twitter, Facebook, Trustpilot and Google).
Manage Promoter calls from our NPS surveys and convert positive responses into online reviews via our invite methods.
Update reports and tracking for review invites and customer contacts to be able to record the great work you have done!
What we’re looking for
Experience working within customer service and resolving customer feedback/issues
Excellent and clear verbal and written communication skills
A natural problem solver driven by curiosity & continuous improvement mindset
Strong interpersonal and communication skills - people love working with you because of your passion for delivering for the customer and helping team members
Ability to investigate problems with experience in root cause analysis & highlighting where processes or service standards need to be improved
Experience in working with NPS & customer-facing reviews
Disciplined and organised with a keen eye for detail and an ownership mindset, ensuring no stone is left unturned in the pursuit of delivering great service
Strong interpersonal skills with an engaging and empathetic manner when communicating on the phone, in person or in writing
Resilient and able to handle difficult situations calmly and assuredly with customers over the phone and work to find the best outcome
Team player who enjoys working collaboratively to resolve issues
Confidence in working with Google Sheets/excel and multiple customer/online systems
Work Location
This is a remote 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.
Shift patterns available:
Full time (37.5 hrs)
7.5 hour shifts on rotation, with working hours between 9:00-17:30 Monday -Friday (including 1 full weekend in 3 on rotation with 2 days off during the week)
Salary and benefits
This role is a permanent full time or part time role with a salary of up to £24,000 per annum, prorated for part time roles, and depending on experience.
We have an ever expanding list of benefits that currently includes:
Flexible remote working
Monthly team meet ups in a central Peterborough location with lunch provided
Career grading with a clear progression pathway and pay ranges attached to recognise and reward increasing competence and skills
33 days holiday inclusive of Bank Holidays prorated for part time roles, plus your birthday
Private pension contribution with up to a maximum 3% employer contribution
Generous enhanced Parental Leave policy which includes up to 13 weeks fully paid leave for primary caregivers, and 6 weeks fully paid leave for secondary carers
Free boiler & home emergency cover - 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 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.
More information about the Operations team at Hometree can be found here.
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.
