Financial Promotions Team Leader Alternative
7 days ago
The role of Arrears and Compliance Specialist at Hometree Finance offers a unique opportunity to be part of a rapidly growing team dedicated to providing flexible financing options for home energy upgrades. As a key member of our newly formed team, you will play a crucial role in helping UK homeowners transition to net-zero energy solutions.
Hometree Finance is transforming the UK residential market by offering affordable financing for sustainable upgrades, such as solar energy systems and heat pumps. In this position, you will own the end-to-end process for arrears and complaints, from design and implementation to training and customer support.
Key Responsibilities:- Develop and refine comprehensive arrears and complaints handling processes to ensure strict compliance with FCA regulations.
- Design, implement, and manage operational workflows, documentation, and training programs related to arrears and complaints.
- Manage customer interactions through phone, email, and chat, addressing complaints and inquiries while prioritising exceptional service delivery.
- Resolve customer complaints efficiently and effectively over the phone and email, ensuring a customer-centric approach aligned with company policies.
- Maintain detailed and accurate records of arrears and complaints, including conducting root cause analyses for reporting and continuous improvement.
- Monitor, analyse, and report on arrears and complaints trends to identify opportunities for future process enhancements and risk mitigation.
- Support team training and development initiatives to enhance skills and knowledge in arrears and complaints management.
- A strong understanding of FCA regulatory requirements and best practices for handling arrears and complaints.
- Skilled in leveraging data insights for informed decision-making and prioritisation.
- A passion for working in a small, agile team, with a willingness to contribute ideas that benefit both the team and customers.
Benefits include:
- 25 days holiday plus bank holidays and your birthday
- Hybrid working - Spend 2 days per week with your team in our collaborative London office (it's dog friendly too)
- 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.
- £300 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
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