Customer Complaints and Retentions Team Lead

Salary: £35,000 per annum
Role type: Permanent, Full Time (37.5 hours per week)
Location: Remote first, in the Peterborough area. You must be willing to travel to the Peterborough for monthly team meets and to our London office once per month
Reporting to: Head of Customer 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: 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

🏆 5 Acquisitions - We've expanded our operations by acquiring four key companies across financing (Hometree Finance - formerly Bewarm), home cover (Your Repair) and installations (Geowarmth and The Little Green Energy Company).

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

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

The Role

As the leader of our Complaints, Retentions and Reviews teams, you’ll be at the heart of championing the customer experience across every touchpoint—whether that’s helping to retain customers at a critical moment, resolving complex complaints with empathy and precision, or surfacing valuable feedback to drive continuous improvement. These teams play a vital role in understanding why customers may not be happy, identifying where we’ve fallen short, and ensuring we respond quickly, fairly, and consistently to turn experiences around.

You’ll guide a passionate group that’s committed to exceeding expectations—not occasionally, but for every customer, every time. Working across multiple functions, you’ll provide key insight into customer sentiment, support regulatory compliance, and help shape future services based on real feedback. Success in this role is measured by the speed and quality of issue resolution from review, the ability to retain customers, and the improvements you help drive throughout the wider business.

Work Location

This is a remote role to enable our team to have flexibility that works for them so you will need a comfortable and quiet home working environment. We hold monthly team meetings in Peterborough, which you will be expected to attend our London office once a month. There may be times we want to see you in the Peterborough office more often for extra training or meetings where required (no more than once a week)

Responsibilities:

• Lead and inspire the Complaints, Retentions, and Reviews teams to deliver exceptional service, fair customer outcomes, and high levels of satisfaction.
• Develop and implement retention strategies by building effective toolkits, enhancing save processes, and resolving complaints efficiently and empathetically.
• Oversee daily operations, ensuring that team performance consistently meets KPIs such as resolution times, complaint uphold rates, retention rates, and regulatory standards (e.g., FCA, DRO).
• Maintain expert knowledge of regulatory requirements and ensure all complaint handling and customer interactions are compliant and risk-aware.
• Manage communications for high-risk and complex complaints, ensuring clear, fair, and timely communication with customers.
• Generate and present regular reports on complaints trends, volumes, root causes, retention outcomes, and regulatory returns.
• Leverage data and insights from complaints, reviews, and feedback to identify opportunities for service improvements and reduce preventable complaints.
• Champion the customer voice across the organisation by highlighting themes and systemic issues, driving positive change across teams and processes.
• Collaborate cross-functionally with teams such as Customer Care, Repairs, Product, Legal, and Sales to resolve root causes and deliver seamless customer experiences.
• Coach, mentor, and develop team members, fostering a high-performance culture that prioritises fairness, empathy, and accountability.
• Provide actionable insights and regular updates to senior leadership on team performance, customer sentiment, and risk exposure.
• Support the evolution of customer-focused policies to ensure consistent, fair, and transparent decision-making across all customer touchpoints.
• Manage risk and reputational impact by ensuring robust complaint escalations, fair outcomes, and alignment with regulatory expectations.

What We’re Looking For

• Proven experience in a regulated customer service or complaints-handling environment, preferably within the insurance or financial services sector.
• Strong background in complaints resolution, quality assurance, and customer retention, with a track record of delivering improved outcomes.
• Demonstrated ability to lead and develop high-performing teams in a fast-paced, target-driven environment.
• Excellent written and verbal communication skills, with the ability to handle sensitive and complex interactions professionally and empathetically.
• Strong analytical mindset — able to identify patterns in data and translate insights into actionable improvements.
• Skilled in coaching and performance management, with a focus on developing capabilities and driving continuous improvement.
• Deep understanding of FCA rules, complaint resolution timeframes, and industry best practices.
• Strong organisational skills with the ability to manage multiple priorities, respond to pressure, and maintain attention to detail.
• Experience in developing or managing retention strategies, save teams, or loyalty programmes is highly desirable.

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)
• Stakeholder Interview: Spend time with our Head of Customer Operations and Head of Growth (60 mins)
• Final Interview: Meet our Operations Director (30 mins)

Perks of the job

We have an ever expanding list of benefits that currently includes:

• Flexible remote working
• Generous commission scheme - where you can earn up to 20% of your salary!
• Monthly team meet ups in a central Peterborough location with lunch provided
• 33 days holiday inclusive of Bank Holidays prorated for part time roles, plus your birthday
• Private pension contribution with up to a maximum 3% employer contribution
• Generous enhanced Parental Leave policy which includes up to 13 weeks fully paid leave for primary caregivers, and 6 weeks fully paid leave for secondary carers
• Free boiler & home emergency cover - plus 40% discount for friends & family
• Support for your mental health and wellbeing via Oliva
• Menopause support from Stella, including friends & family access
• Regular team socials including Summer and Christmas 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.