Customer Relations Officer - 12 month FTC in Sheffield

Homeprotect was founded on a simple principle - to provide protection to people underserved by the home insurance industry. Since 2002, we've been combining smart technology with real human expertise to protect hundreds of thousands of unique homes across the UK. If you're someone who loves solving interesting problems, taking ownership and working with a team that aims high, speaks up and lifts each other, Homeprotect is a place where you can do meaningful work, grow your career and make a real difference for our customers.

Our customers come from all walks of life and so do our people. We're a small but perfectly formed team of insurance specialists, technologists, data scientists and customer champions - all bringing individual expertise, an appetite for innovation and a shared ambition to protect the homes and things people love. We work at pace, but we trust our people to work in a way that brings out their best. You'll collaborate closely across teams, have real ownership from day one and see the impact you have first‑hand with flexible working to help you balance the needs of your role with the rhythm of your life.

We've been recognised as a Great Place to Work UK for seven consecutive years - most recently ranked 29th nationally, jumping 71 places in a single year.

ROLE PURPOSE

The purpose of this role will be to carry out a thorough investigation of all complaints in accordance with Treating Customers Fairly (TCF) and FCA regulation, ensuring complaints are managed fairly, accurately, and clearly. This is a hands‑on role so you should expect to be getting fully involved in complaint handling speaking with customers, third‑party suppliers, and other business stakeholders to obtain the best outcomes for our customers. You will handle various complaints, including CEO complaints and those where customers have escalated their concerns to the Financial Ombudsman Service.

Key Responsibilities

• Summarising any additional actions required, advising customers when they can expect a final response, drafting and sending out correspondence.
• Maintaining systems for accurate record keeping and to support root‑cause analysis reporting.
• Liaising with the Financial Ombudsman Service (FOS) where necessary, preparing case submissions and business responses to the FOS.
• Summarising and reporting FOS decisions received to assist with understanding and disseminating corrective action required and consistency going forward.
• Identifying and escalating high‑profile complaints to management.
• Constantly look for ways to improve the customer journey by identifying customer pain points and making suggestions for improvement.
• Work with the assurance team and wider business to identify trends and root causes of complaints – working with the operations to create and deliver a quality improvement plan to drive performance.
• Ensure our customers are treated in accordance with the principles of Treating Customers Fairly (TCF).
• Ensure all activities are carried out in compliance with all relevant regulatory and legal requirements and company policies.
• Alert to potential regulatory and business risks within the department and take appropriate action to mitigate them.

Knowledge, Skills & Experience

• Good understanding of the FCA’s regulatory framework for handling customer complaints and Treating Customers Fairly is essential.
• Basic understanding of managing complaints escalated to the Financial Ombudsman Service.
• At least 2 years of complaint handling experience working in an FCA regulated company is essential.
• Complaints/claims handling experience within an Insurance claims environment (desirable).
• Conducting detailed end‑to‑end investigations and delivering fair outcomes.
• An articulate communicator both verbally and written.

Benefits

• Learning and Growth: We invest in your development through structured learning, mentoring, buddying, on‑the‑job experience and cross‑functional projects.
• Health and Wellbeing: We offer private healthcare through BUPA, an Employee Assistance Programme covering legal, financial and counselling support for you.
• Financial Security and Reward: We offer an annual discretionary bonus scheme up to 30% of your base pay, life insurance at four times your salary, and a pension with Aegon.
• Time Off: 25 days' annual leave plus bank holidays, with the option to buy or sell up to five additional days each year.
• Genuine Flexible Working: We trust our people to work in a way that best suits them.
• Purpose and Community: We care about more than just the work.

We're proud to be an equal opportunity employer and actively encourage applications from all backgrounds. We believe in celebrating difference – everything that makes both our customers and our people unique.

As an FCA regulated insurer, doing the right thing isn't a compliance requirement – it's simply how we work. All colleagues are expected to uphold the FCA Individual Conduct Rules (1–6) and act with integrity, due skill and care, openness with regulators and a genuine commitment to delivering good outcomes for our customers.