Salary: £45,000 - £55,000 pa depending on experience.
Role type: Permanent
Location: London, hybrid. The candidate will be required to be in the office a minimum of two days per week.
Reporting to: Director of Operations, Hometree Finance
Working hours: Tuesday - Saturday 9:00am - 17:30pm

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: Here, you'll contribute to offering flexible financing options that make it feasible for homeowners to embrace renewable energy technologies and make essential upgrades.

Energy Services: Be part of our extensive network of local installation businesses that equip homeowners with the cutting-edge, sustainable energy solutions necessary for reaching net-zero emissions.

Home Services: Help maintain the comfort and functionality of homes with comprehensive coverage plans that protect the essential hardware in the home.

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. Join us during this exciting time, and play a pivotal role in a business that supports sustainable homeownership in alignment with their readiness and needs.

Key Achievements

🏆 £85m+ Capital Raised - We’ve raised over £85m to-date from leading global investors including Legal & General Capital and specialist energy VCs

🏆 5 Acquisitions - We've expanded our operations by acquiring four key companies across financing (Hometree Finance - formerly Bewarm), home cover (Your Repair) and energy services (Geowarmth, The Little Green Energy Company and IMS).

🏆 100k Homes Covered - We cover over one hundred thousand homes across the UK

🏆 250+ Employees - We have over 250 passionate employees transforming the industry across the Group, one home at a time

The Role

As an Arrears and Complaints Analyst at Hometree Finance—the branch of Hometree dedicated to providing flexible financing for home energy upgrades—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.

Joining a newly-formed team, you’ll support Hometree Finance’s customers through a period of rapid and sustained growth. In this role, you’ll own the end-to-end process for arrears and complaints, from design and implementation to training and customer support. This is an exciting opportunity to shape and refine key processes and make a lasting impact on the customer experience.

Responsibilities:

• Develop and Refine Processes: Develop and refine comprehensive arrears and complaints handling processes to ensure strict compliance with FCA regulations.

• Design and Implement Workflows: Design, implement, and manage operational workflows, documentation, and training programs related to arrears and complaints.

• Customer Interaction Management: Manage customer interactions through phone, email, and chat, addressing complaints and inquiries while prioritising exceptional service delivery.

• Effective Complaint Resolution: Resolve customer complaints efficiently and effectively over the phone and email, ensuring a customer-centric approach aligned with company policies.

• Accurate Record Keeping: Maintain detailed and accurate records of arrears and complaints, including conducting root cause analyses for reporting and continuous improvement.

• Trend Analysis and Reporting: Monitor, analyse, and report on arrears and complaints trends to identify opportunities for future process enhancements and risk mitigation.

• Training and Development Support: Support team training and development initiatives to enhance skills and knowledge in arrears and complaints management.

• Assist the Operations Team: Assist the operations team with other customer-facing tasks, such as customer calls, contributing to an adaptable and supportive team culture.

What we’re looking for:

• Proven Expertise: Demonstrated expertise in arrears and complaints management within an FCA-regulated consumer credit environment.

• Regulatory Knowledge: Strong understanding of FCA regulatory requirements and best practices for handling arrears and complaints.

• Exceptional Communication Skills: Outstanding verbal and written communication skills for effective stakeholder and customer engagement.

• Meticulous Attention to Detail: High attention to detail to ensure accuracy and full compliance in documentation and processes.

• Adaptability and Resilience: Ability to thrive in a fast-paced setting and proactively handle changing priorities.

• Data-Driven Decision-Making: Skilled in leveraging data insights for informed decision-making and prioritisation.

• Team-Oriented Enthusiasm: Passion for working in a small, agile team, with a willingness to contribute ideas that benefit both the team and customers.

Extra Credit:

• Training and Coaching Expertise: Proven experience in training and coaching teams on arrears and complaints management processes.

• Proficiency in Reporting Tools: Skilled in using Looker or other reporting tools to support decision-making and process improvement.

• Start up Experience: Familiarity with the dynamic and fast-paced environment of a startup, with the ability to adapt processes and strategies for rapid growth and change.

Our Recruitment Process:

• Initial Call: Start with an introductory call with our Junior Talent Acquisition Specialist to discuss the role and your potential fit. (30 mins)

• Skills-Based Interview: Engage in a detailed discussion about your past experiences with our Director of Operations (45 mins)

• Final Interview and task stage (in-person) with our Director of Operations and a Managing Director of Hometree Finance. (1 hour)

Perks of the job

We have an ever-expanding list of benefits that currently includes:

• 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.

FCA Code of Conduct

At Hometree, we prioritise ethical conduct and regulatory compliance. As a regulated financial services organisation, we operate under the strict guidelines and regulations set forth by the Financial Conduct Authority (FCA). We are committed to maintaining the highest standards of integrity and professionalism in all aspects of our business.

As a prospective member of our team, you will be expected to fully embrace and adhere to the FCA Code of Conduct obligations. These obligations are designed to ensure the fair treatment of customers, the preservation of market integrity, and the promotion of healthy competition within the financial services industry.

Equal Opportunity Employer

At Hometree, we are committed to creating an inclusive and representative environment. We know that different experiences, perspectives and backgrounds make for a better workplace and a better planet. Together, we celebrate differences and promote a culture where you can bring your full self to work.

We promise to give you the same opportunities as everyone else and we won't discriminate against you at any point in the hiring process or the working day. This includes how we source talent, our interview process, our conditions of employment, feedback and everything in between.