Customer Relations Officer

Job Description

Customer Relations Officer

Marley Risk Consultants Ltd are a chartered Loss Adjusters servicing the needs of the Property Latent Defects Insurance market across the UK. Established in 2013, we have offices in Cheltenham, Shrewsbury and London and are going through a period of growth to meet the needs of our expanding client base.

You’ll play a pivotal role in safeguarding great customer outcomes across our MGA, Claims and loss adjusting services. You will oversee and investigate, respond to, and resolve complaints end‑to‑end—from first contact through to fair resolution—ensuring every case is handled thoroughly, fairly, and with empathy. You’ll also support regulatory and client reporting, contribute to our root cause analysis (RCA) program, and help monitor any escalations to the Financial Ombudsman Service (FOS), ensuring learning loops are closed and improvements are embedded across the wider business.

The ideal candidate will have proven experience handling complex complaints within a regulated environment, preferably that of the FCA, a working knowledge of Consumer Duty, ICOBS requirements (or similar regulatory frameworks) GDPR AND Data Protection Legislation and confidence in writing formal responses to complaints.

Job Location:

• The position will be based in our Cheltenham Office

Job Type:

• Full-time (Mon-Fri)

Key Activities:

• Handle complaints in line with FCA standards: Manage complaints in accordance with the regulatory standards set out by the Financial Conduct Authority, meeting required timescales and quality expectations.
• Resolve swiftly where possible: Aim to resolve complaints at first point of contact wherever appropriate; where not, escalate through the formal complaint process in line with policy.
• Drive root cause analysis: Carry out structured root cause analysis to identify patterns and trends, feeding insights into our continuous improvement programme to prevent recurrence.
• Maintain accurate reporting & MI: Keep accurate, timely records and reporting on complaint investigations and Financial Ombudsman Service (FOS) referrals, supporting internal, client and regulatory reporting requirements.
• Provide stakeholder feedback: Engage with key stakeholders to provide feedback on individual team member performance where appropriate, supporting coaching and quality improvement.
• Collaborate for fair outcomes: Work closely with other teams to find swift, fair resolutions to complaints, removing blockers and aligning on remedial actions.
• Support policy & procedure upkeep: Assist the Complaints Resolution Manager in maintaining up‑to‑date complaints policies and procedures, aligned to industry standards and best practice.
• Escalate media‑sensitive issues: Identify complaints with potential for adverse media publicity and refer promptly to Senior Management with clear risk context for Marley Risk Consultants Ltd.

Skills and Experience:

• Proven track record of handling and writing high‑quality responses to formal complaints in a regulated environment (essential).
• Excellent verbal and written communication, with clear, balanced and empathetic messaging.
• Working knowledge of Consumer Duty, ICOBS and GDPR (preferable).
• Proficient in Microsoft Excel and SharePoint.
• High attention to detail and a strong analytical mindset.
• Able to build positive, effective relationships with internal and external stakeholders.
• Well organised with excellent time management skills.
• Experience dealing with or liaising with the Financial Ombudsman Service (FOS) or a similar body.
• Experience maintaining and updating data‑driven reports.
• Experience in root cause analysis (RCA).
• Experience is handling DSAR (Data Subject Access requests) is preferred.

Benefits:

• Enhanced company pension.
• Enhanced Maternity and Paternity leave
• Life Insurance (following successful completion of probationary period).
• Private Medical Insurance (following successful completion of probationary period).
• Eye care vouchers
• Employee Assistance Programme.
• Discounted gym membership Schemes