Complaints Handler

Salary: £27,500 (£28,000 upon a successful probation period)
Role type: Complaint Handler
Location: Remote, in the Peterborough area. You must be willing to travel to the Peterborough once a month.
Reporting to: Customer Care & Escalations Team Lead

About Hometree

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.

Key Achievements

🏆 £85m+ Capital Raised - We’ve raised over £85m to-date from leading global investors including Legal & General Capital and specialist energy VCs

🏆 5 Acquisitions - We've expanded our operations by acquiring four key companies across financing (Hometree Finance - formerly Bewarm), home cover (Your Repair) and energy services (Geowarmth, The Little Green Energy Company and IMS).

🏆 100k Homes Covered - We cover over one hundred thousand homes across the UK

🏆 250+ Employees - We have over 250 passionate employees transforming the industry across the Group, one home at a time

The Role

Our complaint Handlers provide an exceptional service to both our Customers and Operational teams within Hometree. Working alongside our escalations team you will support customers with the more complex and complicated of queries, when things haven’t gone 100% right. You will display expertise in regulatory compliance, report to underwriters and spend time getting to the root of where we went wrong to implement improvements to our processes and way of working.

Responsibilities:

• Ownership: Acknowledge, investigate, and resolve customer complaints, including CEO and complex complaints, in line with policies and regulations.
• Compliance: Ensure the business adheres to all relevant regulatory requirements.
• Customer Service: Deliver exceptional customer service to meet customer expectations.
• Deadlines: Adhere to strict timelines for resolving complaints.
• Compensation: Calculate and determine appropriate compensation for customers based on guidelines.
• Approval: Authorise compensation for the Escalation Team when necessary.
• Guidance: Provide advice and support to Escalations executives as needed.
• Analysis: Identify, track, and report trends or root causes during complaint handling.
• Leadership: Step in to assist or cover for the Senior Complaint Handler & Team Leader in their absence.
• Reporting: Compile weekly/monthly reports for the Team Leader and Senior Management.
• Collaboration: Work with Senior Management to discuss trends and root cause analysis.
• Training: Contribute to training and coaching content for Escalations Executives.
• Data Requests: Assist customers with Subject Access Requests.
• Development: Take ownership of your personal development with guidance from the Team Leader.

What we’re looking for:

• Complaint Handling: Minimum of 2 years' experience in Complaint Handling.
• Customer Service: At least 5 years' experience in Customer Service roles.
• Regulatory Knowledge: Solid understanding of FOS and FCA regulations.
• Communication Skills: Exceptional ability to connect with customers and communicate empathetically.
• Written Communication: Strong proficiency in letter writing and other forms of written communication.
• Systems Knowledge: Ability to quickly grasp and navigate systems effectively.
• Root Cause Analysis: Proactive in identifying and resolving underlying issues.
• Time Management: Expert in managing time and meeting deadlines efficiently.
• Resilience: Ability to remain composed and professional when handling unhappy customers.

Our Recruitment Process:

• Initial Call: Start with an introductory call with our Junior Talent Acquisition Specialist to discuss the role and your potential fit. (30 mins)
• Skills-Based Interview: Engage in a detailed discussion about your past experiences with our Customer Care and Escalations Team Lead and our Head of Customer Care and Repairs (1 hr)

Perks of the job:

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

• 33 days holiday inclusive of bank holidays pro rata
• Flexible remote working - with requirement to attend our Peterborough/London office on a monthly basis depending on location.
• Free boiler & home emergency cover with Hometree plus 40% discount for friends & family
• Discounted gym membership across over 100 UK gyms (independent and chains) and free fitness, wellness and nutrition apps.
• £500 Home office allowance
• Support for your mental health and wellbeing via Oliva
• Menopause support from Stella, including friends & family access
• Cycle to work scheme
• Regular team socials including Summer and Winter parties.

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