Complaints Handler

at  Hometree

Salary: £27,500 (£28,000 upon a successful probation period)
Role type: Complaint Handler
Location: Remote, in the Peterborough area. You must be willing to travel to the Peterborough once a month.
Reporting to: Customer Care & Escalations Team Lead

THE ROLE

Our complaint Handlers provide an exceptional service to both our Customers and Operational teams within Hometree. Working alongside our escalations team you will support customers with the more complex and complicated of queries, when things haven’t gone 100% right. You will display expertise in regulatory compliance, report to underwriters and spend time getting to the root of where we went wrong to implement improvements to our processes and way of working.

RESPONSIBILITIES:

• Take full ownership by acknowledging, investigating and resolving customer complaints including all CEO and complex complaints, that are escalated to you inline with our policies, procedures and regulatory guidelines.
• Utilise regulatory expertise to ensure the business meets all relevant regulatory requirements.
• Provide exceptional customer service to meet customer needs and expectations
• Adhere to stringent timelines set out by the business for complaint resolution
• Calculate compensation for our customers based on established guidelines
• Authorise compensation for our Escalation Team when required
• Support our Escalations executives by providing advice and guidance as required
• Proactively identify and report trends or root causes observed during complaint handling.
• Assist the Senior Complaint Handler & Team Leader and step up in their absence
• Compile weekly/Monthly reporting for the Team Leader and the Senior Management Team
• Prepare reporting to send to our Underwriters, inline with their requirements
• Collaborate in meetings with Senior Management to discuss trends and root cause analysis.
• Support our Training Team by providing content for training & coaching sessions for the Escalations Executives
• Assist customers who submit a Subject Access Request.
• Assume responsibility for your personal development with guidance from your Team Leader