Hometree Peterborough, England, United Kingdom
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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
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're helping homeowners transition to low-carbon solutions, when they are ready.
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 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
* 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.
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