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- Tasks: Lead a team to resolve complex insurance complaints and drive continuous improvement.
- Company: Marley Risk Consultants, a growing chartered Loss Adjusters firm in the UK.
- Benefits: Enhanced pension, private medical insurance, free gym membership, and more.
- Why this job: Make a real impact by improving customer experiences and leading a dynamic team.
- Qualifications: Experience in complaints management, strong communication skills, and leadership abilities.
- Other info: Join us during an exciting growth phase with opportunities for professional development.
The predicted salary is between 36000 - 60000 £ per year.
Marley Risk Consultants Ltd are a chartered Loss Adjusters servicing the Property Latent Defects Insurance market across the UK. Established in 2013, with offices in Shrewsbury, Cheltenham and London, we are entering an exciting period of growth to meet the needs of our expanding client base.
We are seeking a proactive and experienced Complaints Manager to lead our complaints function, managing a team of three Complaints Handlers. You will oversee complex insurance complaints, multi-departmental issues, and contentious cases, ensuring resolution at the earliest opportunity while embedding a culture of continuous improvement across the business.
Key Responsibilities- Leadership & Team Management
- Lead, mentor, and develop a team of three Complaints Handlers, ensuring high performance and professional growth.
- Allocate workloads effectively, monitor progress, and provide guidance on complex or contentious complaints.
- Foster a collaborative, supportive, and compliant team culture.
- Complaints Oversight & Resolution
- Oversee the handling of complex, and contentious complaints, ensuring timely and robust resolution.
- Provide expert advice on complaints regulations and handling, ensuring compliance with evolving industry standards.
- Scrutinise complaints for potential reputational risks and escalate to Directors when necessary.
- Policy & Compliance
- Ensure the complaints policy is developed, reviewed, and maintained in line with DISP, ICOBS and Customer Duty requirements.
- Oversee Ombudsman referrals and ensure responses meet regulatory and professional standards.
- Safeguard confidentiality and GDPR compliance across all complaints processes.
- Analysis & Reporting
- Conduct root cause analysis of complaints and feed insights back into business processes to prevent recurrence.
- Produce high-quality reports for effective management oversight.
- Ensure lessons learned are communicated across the business to drive service improvements.
- Stakeholder Engagement
- Work closely with line managers and claims teams to gain a full understanding of issues and support early resolution.
- Provide training and guidance to ensure all staff can identify potential complaints and refer them promptly in line with regulatory requirements and internal procedures.
- Communicate effectively with service users, complainants, and external organisations, including Ombudsman services.
- Proven experience in complaints management within an insurance setting, ideally with leadership responsibilities.
- Strong understanding of the principles and components of the Complaints Process.
- Demonstrable experience handling complex and contentious complaints with professionalism under pressure.
- Experience in developing and embedding compliant systems and processes.
- Knowledge of issues concerning vulnerable people and ability to handle communications sensitively.
- Excellent written skills for drafting investigation reports, executive summaries, and formal responses.
- Strong verbal communication skills, able to engage confidently with staff at all levels, service users, and external stakeholders.
- Experience of Ombudsman referrals and regulatory compliance.
- Working knowledge of DISP, ICOBS and Customer Duty requirements.
- Ability to manage multiple priorities, deadlines, and de-escalate aggressive behaviour with empathy and firmness.
- Enhanced company pension
- Cycle to work scheme
- Life Insurance (after probation)
- Private Medical Insurance (after probation)
- Employee Assistance Programme
- Free gym membership
- Tech scheme
Complaints Manager in Gloucester employer: Marley Risk Consultants Limited
Contact Detail:
Marley Risk Consultants Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Manager in Gloucester
✨Tip Number 1
Network like a pro! Reach out to your connections in the insurance industry, especially those who might know about complaints management roles. A friendly chat can lead to insider info or even a referral!
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints handling and team leadership. We recommend role-playing with a friend to boost your confidence and refine your responses.
✨Tip Number 3
Showcase your expertise! Bring examples of how you've resolved complex complaints in the past to the interview. This will demonstrate your problem-solving skills and your ability to handle pressure.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Complaints Manager in Gloucester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints Manager role. Highlight your experience in complaints management and leadership, and show us how you can bring value to our team at Marley Risk Consultants.
Showcase Your Skills: We want to see your excellent written skills in action! When drafting your application, include examples of your ability to handle complex complaints and produce high-quality reports. This will help us understand your expertise better.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and structure your thoughts logically. This will make it easier for us to see your qualifications and fit for the role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the Complaints Manager position. We can’t wait to hear from you!
How to prepare for a job interview at Marley Risk Consultants Limited
✨Know Your Complaints Process
Make sure you’re well-versed in the complaints process specific to the insurance industry. Familiarise yourself with DISP, ICOBS, and Customer Duty requirements. This will not only show your expertise but also demonstrate your commitment to compliance.
✨Showcase Leadership Skills
Prepare examples of how you've led a team in the past, especially in high-pressure situations. Highlight your ability to mentor and develop others, as this role requires strong leadership to manage a team of Complaints Handlers effectively.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss complex complaints you've handled and how you resolved them. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your analytical skills and ability to drive service improvements.
✨Engage with Stakeholders
Think about how you’ve communicated with various stakeholders in previous roles. Prepare to share experiences where you’ve worked closely with line managers or external organisations, like Ombudsman services, to resolve issues efficiently.