Homeprotect
Location
New Malden, Greater London | United Kingdom
Job description
About Homeprotect
We founded Homeprotect on a simple principle – to provide protection to people underserved by the home insurance industry.
We’re experts at insuring people who want to build or buy a unique property, renovate, rent a home or leave it unoccupied. We can cover people who travel a lot, run a business from home or even collect rare treasures. We protect people who love living in a listed building, having a view of a river or sunbathing on a flat roof.
We can do this because our smart tech enables our customers to get an instant, online quote to cover a huge range of complex needs and our UK customer support teams are on hand to provide information and support when only a real person will do.
Our insurance has already empowered hundreds of thousands of people to protect their homes and the things they love. But we’re not content with being the leading provider of what’s called ‘non-standard’ insurance. We believe there’s no such thing as ‘standard’. We’re all unique and we all deserve home insurance designed with our individual needs in mind – something our combination of real people and smart tech enables us to do.
Our simple promise? Whoever you are and wherever you live, with Homeprotect we’ve got you covered.
What is it 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, made up of insurance industry specialists alongside a diverse mix of technologists, data scientists and customer and marketing champions from all sorts of industries and backgrounds. We all bring our individual expertise, an appetite for innovation and a shared ambition to empower people to protect their homes and the things that they love.
Working in a fast-paced environment where change happens regularly is how we do things. But we also recognise that you’ll do your best work when you have the right balance, and that’s why we have fully embraced hybrid working, and in some cases, fully remote working, giving our teams the flexibility to choose the right location and working hours for them. We prefer to focus on the outputs of their work, not where they complete it. That said, there will be times when getting together in one location makes sense, but day-to-day, our teams have the freedom to decide where to work and we trust that they’ll make the right decision balancing the business needs and their own preferences.
Most companies think their culture is great, however at Homeprotect, we have the proof to back this up. We have been recognised externally as a Great Place to Work for the last three consecutive years. And in our latest survey, 94% of our employees agreed it’s a great place to work.
Sound good? Read on to find out more about joining our team…
Key Responsibilities
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 escalated 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.
Customer Focus
Governance Focus
Requirements
We would love to hear from people with the following skills and experience for this role:
Knowledge:
Skills:
Experience:
Benefits
We think we have a fantastic company culture and welcome new team members with open arms. We also offer a great range of benefits, including:
On top of that, we also offer all the standard stuff, like:
Have we captured your imagination? If so, we’d love to hear from you!
Unique as standard
We’re proud to be an equal opportunity employer, and actively encourage applications from all backgrounds, as long as you meet the knowledge, skills and experience criteria for the role and have the right to work in the UK. We think everyone can excel in the right environment – no matter your gender, age, ethnicity, sexual orientation, religion, disabilities or beliefs. We believe in celebrating difference, and everything that makes both our customers and people unique, by creating an environment where everyone can thrive.
We encourage you to let us know if you need any extra help with your application, or if you have any requirements at any stage of the recruitment journey.
Equally, lots of our staff at Homeprotect work flexibly and in a variety of ways, whether that’s different core hours or remote working. Please chat to us at your application or interview stage about the flexibility you need, as we’re always happy to explore what's possible for the role.
Your data will be maintained in line with our ‘recruitment data privacy policy’ found here.
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