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 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.
The Role
Our Complaint Handlers provide exceptional service to both our customers and operational teams within Hometree. Working alongside our escalations team, you will support customers with complex 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:
* Take full ownership by acknowledging, investigating, and resolving customer complaints, including all CEO and complex complaints that are escalated to you in line 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 in line 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 We’re Looking For:
* Minimum of 2 years Complaint Handling experience.
* Minimum of 5 years Customer Service experience.
* Can demonstrate 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 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.
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.
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