At a Glance
- Tasks: Engage with customers, resolve complaints, and enhance their experience with our innovative energy solutions.
- Company: Join Hometree, a leader in sustainable home energy solutions, transforming the industry since 2015.
- Benefits: Enjoy 25 days holiday, gym discounts, home office allowance, and mental health support.
- Other info: Remote-first role with opportunities for career growth and a vibrant team culture.
- Why this job: Be the voice of the customer and drive positive change in a rapidly evolving sector.
- Qualifications: Experience in complaints handling and excellent communication skills are essential.
The predicted salary is between 27000 - 27000 £ per year.
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: 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.
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.
Complaints & Reviews Executive in Peterborough employer: Hometree Marketplace Limited
At GreenGen, we pride ourselves on being an excellent employer, offering competitive pay and a supportive work environment in the beautiful Mid Cornwall area. Our commitment to employee growth is evident through our comprehensive training programmes and clear pathways for career progression, particularly into Lead Installer roles. With a focus on quality installations and a culture that values diversity and inclusion, we ensure that every team member can thrive while contributing to the renewable energy sector.
Contact Details:
Hometree Marketplace Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Complaints & Reviews Executive in Peterborough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hometree Marketplace Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hometree Marketplace Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints & Reviews Executive in Peterborough
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hometree Marketplace Limited:Your cover letter is your chance to shine! Tell us why you want to work at Hometree Marketplace Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hometree Marketplace Limited!
How to prepare for a job interview at Hometree Marketplace Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
