Complaints Specialist

Location: Cheltenham

Company: Marley Risk Consultants

Job Type: Full time (Monday - Friday)

Salary: Negotiable depending on experience.

About Us: Marley Risk Consultants is at the forefront of innovation in the Structural Warranty Insurance sector. As a dynamic Managing General Agent (MGA) based in the UK, we specialise in crafting bespoke insurance solutions that protect insurers whilst empowering the construction industry to improve quality.

Role Overview: Our customers are typically private homeowners or managing agents, where we are handling a claim they have made against their New Home Warranty. In this role you will assist our customers by working to fully understand their complaint and reach an appropriate resolution. You will also feed into our continuous improvement program, sharing your insight into customer experience to support the continued improvement of our services. Reporting to the Complaints Resolution Manager you will be responsible for managing your own caseload from notification to final resolution.

Key Activities:

• Ensure complaints are handled in accordance with regulatory standards as set out by the Financial Conduct Authority.
• Make swift contact with the customer to gain initial understanding of the complaint, outline next steps to aid effective investigation to ensure good customer outcomes.
• Work to resolve complaints within regulatory requirements, issuing holding responses to the customer, if necessary, as investigations progress.
• Provide clear and fair responses to customers, offering resolutions or alternatives where appropriate.
• Conduct root cause analysis and identify patterns or trends for subsequent referral into our continuous improvement program.
• Work closely with service team managers, giving feedback on individual team member performance, as appropriate.
• Ensure data integrity through your input of required information to support day to day management and performance oversight of the Complaints Team function.
• Assist the Complaints Resolution Manager in maintaining up to date complaints policies and procedures, in accordance with industry standards.
• Identify complaints that may expose Marley Risk Consultants Ltd to adverse media publicity, referring promptly to Senior Management.

Skills and Experience required:

• Experience of handling complex or contentious customer complaints within an FCA regulated environment.
• Confidence telephony skills and ability to remain professional and in control, even under duress.
• Excellent communication skills, both written and verbal with the ability to deliver fair and appropriate resolutions through the issue of final response letters.
• Ability to demonstrate empathy, whilst seeking to proactively resolve complex issues.
• A working knowledge of Consumer Duty and ICOBS requirements, and experience of the potential sensitivities and adjustments required when providing service to vulnerable customers.
• Working knowledge of current GDPR legislation and procedures.
• Excellent organisational skills, attention to detail and ability to manage multiple priorities whilst working to strict deadlines.
• Experience of dealing with referrals and liaising with the Financial Ombudsman Service.

Benefits:

• Generous company pension.
• Tools/equipment required for the performance of company duties.
• Life Insurance (following successful completion of probationary period).
• Private Medical Insurance (following successful completion of probationary period).
• Flexible Working.
• EV charging points (where available).
• Employee Assistance Programme.
• Free Gym Membership.
• Cycle to work scheme.
• Tech scheme.