Complaint Handler

5 months ago

Peterborough, United Kingdom Hometree Full time

**About Hometree**:
**Hometree exists to accelerate the transition to net zero homes.**

Hometree is a residential energy services company paving the way for a brighter future by making renewable energy in the home more affordable and accessible for millions of people.

We started our journey in the home cover market, helping customers keep their homes warm and working by protecting their most essential assets from breaking down. Now, we’re building a bigger and brighter future for homeowners by helping them to reduce the carbon impact of their homes with renewable solutions that enable sustainable, stress-free living.

The future home energy system will become more decentralised and renewable based - with hardware such as heat pumps, solar, batteries, EV chargers and connected controls all enabling homeowners to run their homes more sustainably and more affordably. This requires a different type of services business that can help homeowners install green hardware, maintain and repair the hardware - and finance it all through a range of affordable financing products. We’re on a journey to building the leading residential energy efficiency platform across Europe and if successful, you will be joining a team of 125+ bright minds based in London and across the UK with ambitious plans to shake up the industry.

We’re proud to be one of the fastest-growing European scale-ups' in the residential energy services sector backed by world-leading investors. Sound like a company you’d like to join? Here’s how you’ll make a difference:
**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.

**The things you’ll do**:
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 we’re 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

**The behaviours we value**:
Our Roots are the five values we live by here at Hometree, underpinning everything we do, and how we behave.

**Radical Candour** - Be direct, open and honest. We tell it how it is - but always with respect.

**Ownership -** Act like an owner. Hold yourself and others to account.

**Obsession for the Customer -** Put the customer's needs at the heart of everything you do.

**Teamwork -** Collaborate to get to the best outcome - and have a little fun along the way.

**Speed - **Make decisions fast. Test, learn and iterate quickly to deliver the best result.

**Key benefits**:
Flexible remote working - with requirement to attend our Peterborough office on a monthly basis

Career grading with a clear progression pathway and pay ranges attached to recognise and reward increasing competence and skills

33 days holiday inclusive of Bank Holidays pro rata

Private pension contribution

Free boi

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