Customer Complaints and Retentions Team Lead, Hometree
£35k
More information about location
1-3 days a week in office
Home energy services company
Be an early applicant
Home energy services company
201-500 employees
Be an early applicant
£35k
More information about location
1-3 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
- Proven experience in a regulated customer service or complaints-handling environment, preferably within the insurance or financial services sector
- Strong background in complaints resolution, quality assurance, and customer retention, with a track record of delivering improved outcomes
- Demonstrated ability to lead and develop high-performing teams in a fast-paced, target-driven environment
- Excellent written and verbal communication skills, with the ability to handle sensitive and complex interactions professionally and empathetically
- Strong analytical mindset — able to identify patterns in data and translate insights into actionable improvements
- Skilled in coaching and performance management, with a focus on developing capabilities and driving continuous improvement
- Deep understanding of FCA rules, complaint resolution timeframes, and industry best practices
- Strong organisational skills with the ability to manage multiple priorities, respond to pressure, and maintain attention to detail
- Experience in developing or managing retention strategies, save teams, or loyalty programmes is highly desirable
What the job involves
- Driving customer loyalty by leading teams that resolve complaints, retain customers, and turn feedback into impactful business improvements
- Role type: Permanent, Full Time (37.5 hours per week)
- As the leader of our Complaints, Retentions and Reviews teams, you’ll be at the heart of championing the customer experience across every touchpoint—whether that’s helping to retain customers at a critical moment, resolving complex complaints with empathy and precision, or surfacing valuable feedback to drive continuous improvement
- These teams play a vital role in understanding why customers may not be happy, identifying where we’ve fallen short, and ensuring we respond quickly, fairly, and consistently to turn experiences around
- You’ll guide a passionate group that’s committed to exceeding expectations—not occasionally, but for every customer, every time
- Working across multiple functions, you’ll provide key insight into customer sentiment, support regulatory compliance, and help shape future services based on real feedback
- Success in this role is measured by the speed and quality of issue resolution from review, the ability to retain customers, and the improvements you help drive throughout the wider business
- Lead and inspire the Complaints, Retentions, and Reviews teams to deliver exceptional service, fair customer outcomes, and high levels of satisfaction
- Develop and implement retention strategies by building effective toolkits, enhancing save processes, and resolving complaints efficiently and empathetically
- Oversee daily operations, ensuring that team performance consistently meets KPIs such as resolution times, complaint uphold rates, retention rates, and regulatory standards (e.g., FCA, DRO)
- Maintain expert knowledge of regulatory requirements and ensure all complaint handling and customer interactions are compliant and risk-aware
- Manage communications for high-risk and complex complaints, ensuring clear, fair, and timely communication with customers
- Generate and present regular reports on complaints trends, volumes, root causes, retention outcomes, and regulatory returns
- Leverage data and insights from complaints, reviews, and feedback to identify opportunities for service improvements and reduce preventable complaints
- Champion the customer voice across the organisation by highlighting themes and systemic issues, driving positive change across teams and processes
- Collaborate cross-functionally with teams such as Customer Care, Repairs, Product, Legal, and Sales to resolve root causes and deliver seamless customer experiences
- Coach, mentor, and develop team members, fostering a high-performance culture that prioritises fairness, empathy, and accountability
- Provide actionable insights and regular updates to senior leadership on team performance, customer sentiment, and risk exposure
- Support the evolution of customer-focused policies to ensure consistent, fair, and transparent decision-making across all customer touchpoints
- Manage risk and reputational impact by ensuring robust complaint escalations, fair outcomes, and alignment with regulatory expectations
- Reporting to: Head of Customer Operations
Application process
- We usually respond within a week
- Initial Call: Start with an introductory call with our Junior Talent Acquisition Specialist to discuss the role and your potential fit. (30 mins)
- Stakeholder Interview: Spend time with our Head of Customer Operations and Head of Growth (60 mins)
- Final Interview: Meet our Operations Director (30 mins)
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. 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
$16.2m
EARLY VC
Total funding: $87.3m
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
Holborn, London, UK
Articles
Leadership
Simon Phelan
(CEO)Previously worked at Better Capital, a private equity firm, and graduated from Trinity College Dublin studying Engineering and Mathematics.
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