Customer Relations Officer - 12 month FTC

ABOUT HOMEPROTECT

Cover for Almost every Home

We founded Homeprotect 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, and we're just getting started.

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.

What It's Like to Work Here

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 be combining problem-solving and listening skills, to do whatever it takes to resolve the problems customers bring to us – quickly and fairly.

You will handle various complaints, including CEO complaints and those where customers have escalated their concerns to the Financial Ombudsman Service. You will work with stakeholders across the business and our third party outsources to address process weaknesses and recommend improvements using root cause analysis.

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 principals 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

• It is essential you have at least 2 years of complaint handling experience working in an FCA regulated company.

• 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

We want you to feel rewarded, supported and set up to thrive throughout your career with us.

Learning and Growth: We invest in your development through structured learning, mentoring, buddying, on-the-job experience and cross-functional projects. We support role-relevant professional qualifications where they'll make the biggest difference, and our Lunch and Learn sessions to help you stay connected to what’s going on right across the business.

Health and Wellbeing: Your wellbeing matters here. We offer private healthcare through BUPA, an Employee Assistance Programme covering legal, financial and counselling support for you, a Wellbeing Centre with online tools and resources, regular wellbeing seminars and workshops, annual flu jabs and an annual eye care voucher.

Financial Security and Reward: We offer an annual discretionary bonus scheme upto 30% of your base pay, life insurance at four times your salary, and a pension with Aegon. You'll also receive a significant discount on Homeprotect home insurance - with a friends and family discount too, and a staff referral bonus when someone you recommend joins the team.

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 - with flexible working to balance the needs of your role with the rhythm of your life. We ask that everyone comes into the office at least once a week, as we believe in-person connection is important for collaboration, culture and building great relationships. You'll receive a homeworking starter kit from day one and can claim towards additional home office equipment within your first six months.

Purpose and Community: We care about more than just the work. Through our charity partnership with Refuge, the UK's largest specialist domestic abuse charity and regular social, wellbeing and charitable events throughout the year, there are plenty of ways to connect, give back and feel part of something bigger.

UNIQUE AS STANDARD

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. We consider visa sponsorship on a case by case basis for the right candidate, so please don't let that stop you from applying.

We encourage you to let us know if you need any extra help with your application or have any requirements at any stage of the recruitment journey, we want the process to work for you.

Your data will be maintained in line with our recruitment data privacy policy.

Regulatory Responsibilities

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.

You'll work within approved processes and authority limits, keep accurate and auditable records, protect data under UK GDPR and our information security policies, escalate risks and exceptions promptly, report incidents, breaches and any financial crime or sanctions concerns (including via whistleblowing), support vulnerable customers with reasonable adjustments, and complete all mandatory training to maintain competence.

If the role falls within SM&CR, a supplementary document outlining the key regulatory responsibilities will be provided.