At a Glance
- Tasks: Lead and build a new Customer Outcomes function to enhance customer experiences.
- Company: Marley Risk Consultants, a forward-thinking company focused on customer satisfaction.
- Benefits: Opportunity to shape strategy, competitive salary, and a dynamic work environment.
- Other info: Join a culture that values innovation and continuous improvement.
- Why this job: Make a real impact by creating a service that improves customer outcomes.
- Qualifications: Experience in customer service leadership and dispute resolution.
The predicted salary is between 57704 - 70528 £ per year.
- Customer Outcomes Manager
- Marley Risk Consultants
- Cheltenham
Build it. Lead it. Make a lasting impact.
Are you an experienced customer service, complaints or dispute resolution leader looking for the opportunity to create something from the ground up?
At Marley Risk Consultants, we're creating a brand-new Customer Outcomes function, and we're looking for an ambitious and dynamic Customer Outcomes Manager to design, build and lead it.
This is a unique opportunity to shape a critical business service that will support our continued growth, strengthen customer confidence, and drive exceptional customer outcomes.
You'll have the autonomy to create the operating model, establish best practices, develop service standards and build a high-performing team that delivers fair, consistent and effective customer experiences.
If you thrive on creating structure, influencing change and solving complex challenges, we'd love to hear from you.
What You'll Be Doing
As our Customer Outcomes Manager, you'll play a pivotal role in designing and implementing a scalable service that supports customers, stakeholders and the wider business.
Initially, you'll work closely with our Customer Relations team to manage customer escalations and identify service improvement opportunities.
As the function evolves, you'll take increasing ownership of dispute resolution activities and help define how these services are delivered across the organisation.
Key Responsibilities
- Establish and lead the Customer Service function, creating the framework, standards and ways of working for a newly formed service.
- Build, develop and inspire a high-performing team through coaching, guidance and performance management.
- Act as the escalation point for complex customer enquiries, complaints and service issues, ensuring fair, professional and timely resolution.
- Design and implement customer service, complaints handling and dispute resolution processes that deliver consistent, high-quality outcomes.
- Lead investigations into customer complaints, identifying root causes and driving meaningful service improvements.
- Develop mediation, dispute resolution and ADR capabilities that promote fairness, impartiality and positive customer outcomes.
- Monitor service performance, customer feedback and operational insights to identify trends and opportunities for improvement.
- Create and maintain policies, procedures, quality frameworks and governance arrangements that support effective service delivery.
- Build strong relationships with internal stakeholders, customers, partners, regulators and industry bodies.
- Champion continuous improvement, helping to shape a customer-centric culture across the business.
We're Looking For
Experience
We're looking for someone who can confidently operate in a growing and evolving environment and who has experience in:
- Building, leading and developing customer-focused teams.
- Creating new services, operating models, frameworks or major service improvements.
- Managing complaints, escalations, customer outcomes or dispute resolution processes.
- Driving operational excellence in fast-paced environments.
- Working with regulatory requirements and governance frameworks.
- Influencing stakeholders and delivering change across multiple teams.
Skills & Expertise
You’ll bring
- Strong leadership and people development skills.
- Excellent conflict resolution, negotiation and mediation abilities.
- Experience designing customer service frameworks and operational processes.
- Exceptional analytical and problem-solving capability.
- Strong written and verbal communication skills.
- The confidence to make decisions and exercise sound judgement.
- Outstanding organisational skills and attention to detail.
- A passion for delivering fair customer outcomes and continuous improvement.
Why Join Marley Risk Consultants?
This is more than just another management role.
It's an opportunity to build a new function from the ground up, influence the future direction of the business and create a service that genuinely improves customer experiences and outcomes.
You’ll have the freedom to shape strategy, implement change and make a visible impact in an organisation that values initiative, innovation and professionalism.
If you're excited by the challenge of creating something new and leaving a lasting legacy, we’d love to hear from you.
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Customer Outcome Manager in Cheltenham employer: Marley Risk Consultants
Join a dynamic UK consultancy that values innovation and collaboration, offering a supportive work culture where ambitious early-career professionals can thrive. With competitive salaries and opportunities for professional growth in the insurance and MGA sectors, this role as a Strategy Assistant to the CEO provides a unique chance to engage with key stakeholders and contribute to impactful business strategies.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Outcome Manager in Cheltenham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Marley Risk Consultants. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Marley Risk Consultants before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Outcome Manager in Cheltenham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Marley Risk Consultants:Your cover letter is your chance to shine! Tell us why you want to work at Marley Risk Consultants specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Marley Risk Consultants!
How to prepare for a job interview at Marley Risk Consultants
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
