Complaints Handler
Complaints Handler
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Job Description
Salary: 27500 (28000 upon a successful probation period)
Role type: Complaint Handler
Location: Remotein 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; its about empowering homeowners to manage their energy more efficiently and costeffectively thereby setting new standards in energy consumption.
We operate across three dynamic divisions:
Financial Services: Here youll 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 cuttingedge sustainable energy solutions necessary for reaching netzero 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 Weve raised over 85m todate from leading global investors including Legal & General Capital and specialist energy VCs
5 Acquisitions Weve 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 havent 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:
Take full ownership by acknowledging investigating and resolving customer complaints including all CEO and complex complaints that are escalated to you inline with our policies procedures and regulatory guidelines.
Utilise regulatory expertise to ensure the business meets all relevant regulatory requirements.
Provide exceptional customer service to meet customer needs and expectations
Adhere to stringent timelines set out by the business for complaint resolution
Calculate compensation for our customers based on established guidelines
Authorise compensation for our Escalation Team when required
Support our Escalations executives by providing advice and guidance as required
Proactively identify and report trends or root causes observed during complaint handling.
Assist the Senior Complaint Handler & Team Leader and step up in their absence
Compile weekly/Monthly reporting for the Team Leader and the Senior Management Team
Prepare reporting to send to our Underwriters inline with their requirements
Collaborate in meetings with Senior Management to discuss trends and root cause analysis.
Support our Training Team by providing content for training & coaching sessions for the Escalations Executives
Assist customers who submit a Subject Access Request.
Assume responsibility for your personal development with guidance from your Team Leader
What were looking for:
Minimum of 2 years Complaint Handling experience
Minimum of 5 years Customer Service experience
Can demonstrate their knowledge of the FOS and FCA regulations
Outstanding ability to connect with others and build rapport characterised by engaging and empathetic communication skills.
Outstanding proficiency in written communication demonstrating skills in letter writing effectively
Display the capacity to swiftly grasp and comprehend systems with ease.
Demonstrate a proactive mindset when it comes to conducting thorough root cause analysis
Be an expert in their own time management
Resilience in dealing with 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)
- Assessment day Group activity and Competency based interview F2F: Take part in our group activity. Following this you will engage in a detailed discussion about your past experiences with our Escalations & Complaints Team Lead and Senior Complaint Handler. This will be made up of 40 mins competency based 10 min presentation on FCA/FOS/DRO understanding and 10 min questions (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 wont 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
Employment Type
Full Time
