Teams at Hometree

Handle inbound and outbound contacts to retain customers at renewal or cancellation points, negotiate pricing, reinstate payments, log CRM activity, analyse customer journeys for improvement, and provide feedback to reduce cancellations while meeting retention targets.

Manage and grow strategic partner accounts to drive channel performance and commercial results. Monitor KPIs and channel economics, lead partner reviews, support onboarding and launches, coordinate cross-functionally, handle invoicing, and deliver performance insights to scale partnerships.

Manage customer complaints and arrears for FCA-regulated consumer finance: investigate complaints, draft final responses and FOS submissions, support customers in financial difficulty, identify vulnerable customers, perform root-cause analysis, improve processes, and provide phone/email support and stakeholder liaison to ensure compliant, fair outcomes.