Technical Support Officer

Job Description

Technical Support Officer
Cheltenham / Hybrid
Marley Risk Consultants

Are you a highly organised customer-focused professional with experience in administration, operations, complaints handling, or customer service? We're looking for a Technical Support Officer to join our growing Complaints and Operations team.

This is a fantastic opportunity to play a key role in supporting customer complaints, operational processes, and continuous improvement initiatives, helping to ensure fair customer outcomes and exceptional service standards.

What you'll be doing

• Supporting the end-to-end management of customer complaints and disputes.
• Logging, monitoring and updating customer cases and complaint records.
• Gathering evidence and preparing correspondence and supporting documentation.
• Assisting vulnerable customers and recording reasonable adjustments.
• Supporting quality assurance reviews, audits and governance activities.
• Identifying recurring themes and contributing to Root Cause Analysis (RCA).
• Assisting with management information, reporting and service improvement projects.
• Working closely with colleagues across Complaints, Business Support Operations and Customer Service teams.

What we're looking for

Experience in an administrative, customer service, complaints, operations or business support role.
Strong organisational skills with excellent attention to detail.
Confident written and verbal communication skills.

Experience investigating and resolving customer issues or complaints.
Strong Microsoft Office skills, including Outlook, Word, Excel and Teams.
A proactive approach to problem-solving and continuous improvement.
A passion for delivering positive customer outcomes.

Experience within a regulated environment such as insurance or financial services would be advantageous but is not essential.

Why join us?

At Marley Risk Consultants, you'll be part of a collaborative team that values excellence, integrity, innovation, inclusion, and teamwork. We are committed to supporting your development and providing a flexible working environment where you can thrive.

Benefits

• Enhanced company pension
• Income Protection Scheme
• Cycle to Work Scheme
• Tech Scheme
• Life Insurance (following successful completion of probationary period)
• Private Medical Insurance (following successful completion of probationary period)
• Flexible working
• EV charging points
• Employee Assistance Programme
• Gym Membership Benefit-in-Kind
• Gym Membership Discount Scheme