Customer Complaints and Retentions Team Lead

Salary: 35000 per annum
Role type: Permanent Full Time (37.5 hours per week)
Location: Remote first in the Peterborough area. You must be willing to travel to the Peterborough for monthly team meets and to our London office once per month
Reporting to: Head of Customer 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; its about empowering homeowners to manage their energy more efficiently and costeffectively thereby setting new standards in energy consumption.

We operate across three dynamic divisions:

Financial Services: Here youll 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 cuttingedge sustainable energy solutions necessary for reaching netzero 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 Weve raised over 85m todate from leading global investors including Legal & General Capital and specialist energy VCs

5 Acquisitions Weve expanded our operations by acquiring four key companies across financing (Hometree Finance formerly Bewarm) home cover (Your Repair) and installations (Geowarmth and The Little Green Energy Company).

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

280 Employees We have over 280 passionate employees transforming the industry across the Group one home at a time

The Role

As the leader of our Complaints Retentions and Reviews teams youll be at the heart of championing the customer experience across every touchpointwhether thats 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 weve fallen short and ensuring we respond quickly fairly and consistently to turn experiences around.

Youll guide a passionate group thats committed to exceeding expectationsnot occasionally but for every customer every time. Working across multiple functions youll 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.

Work Location

This is a remote role to enable our team to have flexibility that works for them so you will need a comfortable and quiet home working environment. We hold monthly team meetings in Peterborough which you will be expected to attend our London office once a month. There may be times we want to see you in the Peterborough office more often for extra training or meetings where required (no more than once a week)

Responsibilities:

• 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 riskaware.
• Manage communications for highrisk 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 crossfunctionally 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 highperformance 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 customerfocused policies to ensure consistent fair and transparent decisionmaking across all customer touchpoints.
• Manage risk and reputational impact by ensuring robust complaint escalations fair outcomes and alignment with regulatory expectations.

What Were Looking For

• Proven experience in a regulated customer service or complaintshandling 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 highperforming teams in a fastpaced targetdriven 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.

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)
• Stakeholder Interview: Spend time with our Head of Customer Operations and Head of Growth (60 mins)
• Final Interview: Meet our Operations Director (30 mins)

Perks of the job

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

• Flexible remote working
• Generous commission scheme where you can earn up to 20% of your salary!
• Monthly team meet ups in a central Peterborough location with lunch provided
• 33 days holiday inclusive of Bank Holidays prorated for part time roles plus your birthday
• Private pension contribution with up to a maximum 3% employer contribution
• Generous enhanced Parental Leave policy which includes up to 13 weeks fully paid leave for primary caregivers and 6 weeks fully paid leave for secondary carers
• Free boiler & home emergency cover plus 40% discount for friends & family
• Support for your mental health and wellbeing via Oliva
• Menopause support from Stella including friends & family access
• Regular team socials including Summer and Christmas 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 wont 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.