Retentions Executive

at  Hometree

Salary: £24,000 per annum, plus generous commission scheme of up to 30% of salary OTE
Role type: Full Time
Location: Remote first, in the Peterborough area. You must be willing to travel to the Peterborough office for team meetings
Reports to: Customer Advocacy and Retentions Team Lead, Operations
Does retaining customers for your business through great service make you tick? Does understanding what’s not quite right for a customer, and fixing it, make your day? Then working in our Retention’s team could be the role just for you!
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.

THE ROLE

Our Retentions team works hard to understand customers’ reasons to leave the business - whether that’s because they think they can get a better price at Renewal by switching providers, where we haven’t quite got the service right or maybe the customer has cancelled their direct debit at the bank. The Retentions teams work on both inbound and outbound customer contacts to help support the business in retaining the customer at a point that they may be considering another option.
The team provides valuable feedback to the business on customers wants and needs, and what processes, service levels or offerings we may need to improve even further!
Success is defined by the speed in which the team successfully resolves our customers’ reason to contact and ultimately their decision to stay! The team pride themselves on exceeding expectations, not sporadically, but for every customer, every time.

RESPONSIBILITIES

• Communicate with customers who are considering leaving, whether during their contract term or at the policy renewal stage, through inbound contacts to discuss their options.
• Identify and implement opportunities discussed with customers that could encourage them to remain with us.
• Investigate and understand a customer’s journey to be able to rectify any areas of improvement
• Outbound call customers whose policy is not set to renew automatically - to make sure their home cover doesn’t lapse!
• Contact customers whose direct debit payments have been cancelled to reinstate the payments, reactivate their policy, and restore their peace of mind.
• Negotiating a price that balances securing the right deal for both the customer and Hometree
• Record and update conversations and outcomes in the company’s CRM and pipelines.
• Provide valuable insight into what needs improving to stop customers needing to contact us around leaving.