Renewable Energy Solutions Specialist
1 week ago
About Us
Hometree Group is a leading company in the residential energy landscape, transforming the industry with innovative approaches to sustainable energy solutions.
With over 85m raised from leading global investors, we have expanded our operations through 5 acquisitions and cover over 100k homes across the UK. Our team of 250 passionate employees works together to empower homeowners to manage their energy more efficiently and cost-effectively.
Our Mission
We are committed to guiding UK homeowners on their journey towards more sustainable energy solutions, providing exceptional customer service and support every step of the way.
The Role
We are seeking an experienced Complaints Handler to join our Customer Care and Escalations Team. As a key member of our team, you will provide exceptional service to both customers and operational teams, supporting customers with complex and complicated queries and displaying expertise in regulatory compliance.
Responsibilities:
- Complaint Handling: Acknowledge, investigate, and resolve customer complaints in line with policies and regulations.
- Regulatory 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 Offer
As a member of our team, you can expect:
- A competitive salary of £27,500, with the opportunity to progress to £28,000 upon successful probation period.
- Flexible remote working with a requirement to attend our Peterborough/London office on a monthly basis.
- Free boiler and home emergency cover with Hometree, plus 40% discount for friends and family.
- Discounted gym membership across over 100 UK gyms (independent and chains) and free fitness, wellness, and nutrition apps.
- A £500 home office allowance.
- Support for your mental health and wellbeing via Oliva.
- Menopause support from Stella, including friends and family access.
- A cycle to work scheme.
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