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: Offering flexible financing options for homeowners to embrace renewable energy technologies.
* Energy Services: Equipping homeowners with sustainable energy solutions necessary for reaching net-zero emissions.
* Home Services: Maintaining the comfort and functionality of homes with comprehensive coverage plans.
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.
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, displaying expertise in regulatory compliance, reporting to underwriters, and implementing improvements to our processes.
Responsibilities:
* Ownership: Acknowledge, investigate, and resolve customer complaints, including CEO and complex complaints.
* Compliance: Ensure adherence to all relevant regulatory requirements.
* Customer Service: Deliver exceptional customer service to meet expectations.
* Deadlines: Adhere to strict timelines for resolving complaints.
* Compensation: Calculate and determine appropriate compensation for customers.
* 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 during complaint handling.
* Leadership: Assist or cover for the Senior Complaint Handler & Team Leader in their absence.
* Reporting: Compile 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 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.
* Written Communication: Strong proficiency in letter writing.
* Systems Knowledge: Ability to quickly navigate systems effectively.
* Root Cause Analysis: Proactive in identifying underlying issues.
* Time Management: Expert in managing time and meeting deadlines.
* Resilience: Ability to remain composed when handling unhappy customers.
Our Recruitment Process:
* Initial Call: Introductory call with our Junior Talent Acquisition Specialist to discuss the role. (30 mins)
* Skills-Based Interview: Detailed discussion about your past experiences with our Customer Care and Escalations Team Lead. (1 hr)
Perks of the job:
* 33 days holiday inclusive of bank holidays pro rata
* Flexible remote working with monthly office attendance required.
* Free boiler & home emergency cover with Hometree plus 40% discount for friends & family
* Discounted gym membership across over 100 UK gyms and free wellness apps.
* £500 Home office allowance
* Mental health support 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 strict guidelines set forth by the Financial Conduct Authority (FCA).
Equal Opportunity Employer
At Hometree, we are committed to creating an inclusive and representative environment. We celebrate differences and promote a culture where you can bring your full self to work.
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