Salary: £27,000 per annum
Role type: Full Time - 37.5 hours
Location: Remote first, in the Peterborough area. You must be willing to travel to the office twice a month
Reporting to: Customer Complaints and Retentions Team Lead, Operations

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 installations 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 a key member of our Customer Experience & Complaints team, you will play a critical role in understanding, resolving, and learning from customer feedback. From public reviews to complex, regulatory-focused complaints, your work will help shape how we deliver a best-in-class customer experience across the business.

You will serve as both a voice for the customer and a trusted partner to internal teams — including Customer Care, Escalations, Repairs, Sales, and Product. Whether you're handling real-time reviews, supporting complaint resolution, or investigating root causes, your focus will be on driving operational improvements and ensuring every customer interaction reflects our values.

Responsibilities:

• Feedback Monitoring – Monitor and respond to customer feedback on Trustpilot, Google, Facebook, Twitter, and other key platforms.

• Customer Engagement – Proactively contact customers by phone or email to understand their experiences and capture valuable insights.

• NPS & Reviews – Manage Promoter calls from NPS surveys, encourage online reviews, and track review performance and invitations.

• Complaint Resolution – Take ownership of complex and regulatory complaints, including escalations to senior leadership or external bodies.

• Regulatory Case Files – Compile and submit accurate case files to the Financial Ombudsman Service and Dispute Resolution Ombudsman.

• Compensation Management – Calculate and authorise compensation in line with company guidelines and FCA regulatory standards.

• Timely Compliance – Ensure all complaints are resolved within FCA and business timelines, meeting regulatory expectations.

• Root Cause Analysis – Identify recurring issues, service gaps, and inefficiencies to drive process and service improvements.

• Data & Reporting – Prepare detailed reports for senior leaders, underwriters, and stakeholders on complaints, trends, and outcomes.

• Leadership & Collaboration – Support operational improvements, contribute to reports, and step into leadership responsibilities when needed.

What we’re looking for:

• Complaints & Compliance Expertise – Proven experience in complaints handling, customer feedback, and regulatory compliance roles.

• Communication Skills – Excellent verbal and written communication; empathetic, clear, and professional.

• Problem-Solving & Improvement – Strong investigative skills with a continuous improvement mindset.

• Collaboration & Influence – Team player able to influence stakeholders and support colleagues with guidance and training.

• Balanced Approach – Skilled at balancing customer advocacy with business needs and regulatory requirements.

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 Customer Complaints and Retentions Team Lead

Perks of the job

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

• 25 days holiday plus bank holidays and your birthday

• 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