Energy Solutions Expert
1 day ago
About the Role: As an Arrears and Complaints Analyst at Hometree Finance, you will play a crucial part in helping UK homeowners transition to net-zero energy solutions. The company is transforming the UK residential market by offering affordable financing for sustainable upgrades such as solar energy systems and heat pumps.
Your 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 prioritizing 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, analyze, 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.
What We Offer:
- A competitive salary of £35,000 - £45,000 per annum, depending on experience.
- A hybrid working arrangement, spending 2 days per week in our collaborative London office.
- Free boiler and home emergency cover with Hometree, plus 40% discount for friends and family.
- Discounted gym membership across over 100 UK gyms and free fitness, wellness, and nutrition apps.
- A £300 home office allowance.
- Support for mental health and wellbeing via Oliva.
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