Complaints & Arrears Executive

Salary: £32k-40k per annum
Role type: Permanent
Location: London, hybrid. The candidate will be required to be in the office a minimum of two days per week.
Working hours: Monday - Friday 9:00am - 17:30pm. Occasional rota cover until 19:00 may be required.

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

6 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, IMS and GreenGen).

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

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

The Role

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.

Responsibilities:

• 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.

What we’re looking for:

• 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.

Our Recruitment Process:

• 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)

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.