Telesales and Retention Executive, Sales Team, Operations

Salary: Up to £26,000 per annum plus performance based incentive package subject to achieving targets and quality criteria
Role type: Permanent, full time
Reports to: Sales and Retention Manager, Operations
Location: Peterborough area. This is a remote role but you will be required to work at least 1 day a month from a central Peterborough office with the team

If you’re an energetic and highly motivated sales professional with a passion for ensuring customers have the right cover for peace of mind during the winter and a curiosity around green technology then this role is for you!

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

Our expert Sales Team are responsible for B2C sales and are the first point of contact for our home emergency customers. Our Telesales and Retention Executives consistently deliver an industry - leading customer experience and in turn, directly contribute to Hometree’s revenue growth.

The Sales Team also serves a critical external brand ambassador role, by combining deep technical product expertise with friendly, passionate and knowledgeable customer service. The role requires consistently delivering a high quality sales experience to our customers to ensure that we are Hometree’s first choice for their home emergency needs. We also offer an opportunity to maximise sales through cross-selling across the full range of Hometree’s products and services.

This role also involves retaining our customers, primarily through ensuring consistent high standards of customer service, and ensuring our benefits are obvious during each interaction. As a Sales Executive, you will get the chance to learn from, and grow with, an exciting and growing team as we develop further product lines.

The things you’ll do

• Primarily handle inbound telesales and retention contacts via telephone, chat and email/webform to the highest quality and compliance standards with a particular focus on converting into Hometree customers

• Manage outbound sales initiatives and campaigns to maximise sales

• Be the first point of contact for all retention-related queries, including cooling off, mid-term and renewal cancellation requests with a view to retaining as many customers as possible

• 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

• Work to a high standard of quality and compliance in a regulated industry at all times

What we’re looking for

• A confident self-starter who has a passion and flair for sales and delivering outstanding customer service

• Strong interpersonal and communication skills and who is particularly articulate on the telephone and with a good level of grammar and spelling to handle chats and emails

• Experience of working and performing in a telesales role, preferably for an FCA regulated company but not essential

• A quick learner who can easily evolve their approach to figure out ‘what works’ and to quickly adapt to changing initiatives and products

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

Salary & benefits

This role is a permanent full time role with a salary range of up to £26,000 depending on experience.

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

• Monthly team meet ups in a central Peterborough location with lunch provided

• 33 days holiday including bank holidays plus 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

• Study leave to enable your professional and personal learning and development based on role

• 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, because we know that different experiences, perspectives and backgrounds make for a better workplace.

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 process. This includes how we source talent, our interview process, our conditions of employment and feedback.