Complaints & Arrears Executive in London

Requirements

• 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.

What the job involves

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.

• 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.