Complaints & Arrears Executive, Hometree
£32-35k
More information about location
2+ days a week in office
Home energy services company
Be an early applicant
Home energy services company
201-500 employees
Be an early applicant
£32-35k
More information about location
2+ days a week in office
201-500 employees
Company mission
To help homeowners affordably decarbonise their homes and keep them running smoothly.
Role
Who you are
- Complaints Handling Experience: 2–3 years' experience managing customer complaints within a consumer credit, financial services or FCA-regulated lending environment
- Arrears & Financial Difficulty Experience: Proven experience supporting customers in arrears or financial difficulty, demonstrating empathy, professionalism and resilience in challenging situations
- FCA Regulatory Knowledge: Good working knowledge of FCA DISP, CONC and Consumer Duty requirements, with the ability to apply them effectively in day-to-day decision-making
- Vulnerable Customer Support: Experience identifying and supporting vulnerable customers, ensuring fair outcomes in line with regulatory expectations and best practice
- Communication Skills: Excellent written and verbal communication skills, with the ability to produce clear, balanced and well-reasoned complaint responses
- Attention to Detail: Strong attention to detail with a commitment to accuracy, quality and regulatory compliance
- Emotional Resilience: Comfortable handling sensitive situations and difficult customer conversations with professionalism and care
- Collaboration: A proactive team player who works effectively across functions and contributes ideas to improve team performance and customer experience
- Adaptability: Comfortable working in a fast-paced, high-growth environment, with the flexibility to adapt to changing priorities and business needs
What the job involves
- As a Complaints & Arrears Executive at Hometree Finance, you will play a critical role in delivering fair customer outcomes for UK homeowners financing their transition to net-zero energy solutions. Hometree Finance is transforming the UK residential market by offering affordable financing for sustainable upgrades
- This is a varied, customer-facing role at the heart of our regulated operations. You'll own customer complaints from intake through to resolution, support customers experiencing financial difficulty with empathy and care, and contribute to broader product and operational understanding by supporting the customer journey when needed
- You'll work closely with the Complaints & Arrears Lead and the wider team to deliver outcomes that are consistent with the FCA's Consumer Duty, DISP rules, and CONC requirements. This is a hands-on role with real impact in a growing, regulated business
- Complaints Handling: Manage complaints from receipt to resolution, ensuring compliance with FCA DISP rules, internal procedures and regulatory timescales
- Complaint Investigation: Conduct thorough investigations, gathering evidence from internal systems, installers and third parties to deliver fair, evidence-based outcomes
- Customer Resolution & FOS Support: Draft clear and customer-focused final response letters and support the preparation of cases escalated to the Financial Ombudsman Service (FOS)
- Arrears Management: Engage with customers in arrears with empathy and professionalism, assessing affordability and agreeing appropriate repayment or forbearance solutions
- Vulnerable Customer Support: Identify and support vulnerable customers in line with Consumer Duty requirements, ensuring fair and appropriate outcomes
- Root Cause Analysis: Identify complaints and arrears trends, uncover root causes and provide recommendations to improve products, processes and customer outcomes
- Customer Support: Provide phone and email support to customers and assist the wider Client Support team during peak periods
- Process Improvement: Continuously review complaints and arrears workflows, identifying opportunities for efficiency, automation and service improvement
- Stakeholder Management: Build effective relationships with installers, third parties and internal teams, while maintaining clear process documentation and promoting knowledge sharing
Application process
- We usually respond within a week
- Initial Call: Start with an introductory call with our Talent Acquisition Partner to discuss the role and your potential fit. (30 mins)
- Skills-Based Interview: Engage in a detailed discussion about your past experiences with our Complaints & Arrears Lead and another senior member of the Operations team (1 hour)
- Final Interview: with our Director of Operations and Managing Director of Hometree Finance (1 hour)
Salary benchmarks
Our take
Hometree started off in the business of boiler installations, a huge market in need of a major overhaul. Boilers were typically installed by prominent brands at premium prices or by independent tradesmen who the customer might not trust. Hometree provides a more transparent, convenient and trustworthy service of boiler installation and maintenance.
Having established its presence in the boiler sector, Hometree has expanded into a full range of home services including green energy installations and financing. The company offers a variety of affordable home care plans covering not only boilers, but general heating and home care to help consumers lead a more sustainable life.
Hometree is taking a fresh approach to home cover, avoiding the traditional problems of poor service, complicated pricing, and confusing products. Its approach has won significant funding in an oversubscribed Series B round, coinciding with the acquisition of financing platform BeWarm, solar energy supplier the Little Green Energy Company and renewable energy installers Geowarmth. Off the back of further debt funding, Hometree's plan now is to expand across Europe.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Apr 2023
$46m
SERIES B
Jul 2021
$16.1m
EARLY VC
Total funding: $87m
Company benefits
- 25 days holiday plus bank holidays and your birthday!
- Discounted gym membership across over 100 UK gyms (independent and chains) and free fitness, wellness and nutrition apps.
- Free boiler & home emergency cover plus 40% discount for friends & family
- Support for your mental health and wellbeing via Oliva
- Regular team socials including Summer and Christmas parties
- Free drinks and snacks in the London office
- Menopause support from Stella including friends & family access
- Learning & development entitlement to enable your professional and personal learning and development based on role
Company values
- 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
- Obsessed - 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
Company HQ
Farringdon, London, UK
Articles
Leadership
Simon Phelan
(Founder & CEO)Previously worked at Better Capital, a private equity firm, and graduated from Trinity College Dublin studying Engineering and Mathematics.
People progressing
Daisy started in Sales & Retentions, was promoted to Senior Sales Executive, then moved into product and is now an Associate Product Manager, quickly becoming a key contributor to the team.
Henry started at Hometree as a Customer Care Executive, advanced into management, and moved to Partnerships by 2023, showing strong commitment to building and maintaining client relationships.
Diversity, Equity & Inclusion at Hometree
- At Hometree, we believe that diversity, equity, inclusion, and belonging (DEI&B) are essential to building a high-performing, innovative business. Diverse teams make better decisions, solve problems more effectively, and reflect the customers and communities we serve. Our approach is to embed inclusion and fairness into every aspect of our organisation — from recruitment and onboarding to career development, performance management, and leadership. We actively monitor our processes and data to ensure equitable opportunities, and we provide training and resources to support inclusive behaviours across all teams.
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