At a Glance
- Tasks: Lead a team to deliver top-notch customer service and resolve disputes effectively.
- Company: Join Marley Risk Consultants, a growing firm in the Property Insurance market.
- Benefits: Enjoy flexible working, private medical insurance, and a cycle to work scheme.
- Other info: Be part of a supportive and dynamic team that values integrity and expertise.
- Why this job: Make a real difference by enhancing customer experiences and resolving conflicts.
- Qualifications: A-Level education, strong leadership, and conflict resolution skills required.
The predicted salary is between 59576 - 65000 £ per year.
- Customer Service Manager – Structural Warranty Claims
- Cheltenham | Full Time
- Join a Team That Makes a Difference
- Position Overview
Marley Risk Consultants Ltd are 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.
We are looking for an ambitious Customer Service Manager to lead the delivery of excellent customer service across the organisation, ensuring customers and stakeholders receive a professional, responsive and consistent service at all times.
Initially, the role will work closely with our Customer Experience team, providing support with customer escalations and service improvement initiatives.
Over time, the role will assume increasing responsibility for our Dispute Resolution activities, ultimately taking ownership of the Dispute Services function.
The successful candidate will work collaboratively across the business to identify opportunities for continuous improvement, enhance customer journey and ensure customer feedback, complaints and disputes are managed fairly, effectively and in accordance with relevant policies, procedures and industry requirements.
Essential Job Functions
- Lead the day-to-day operation of the Customer Services Team, ensuring a consistently high level of customer support.
- Support the management of customer complaints and escalated customer issues.
- Assist in the delivery and ongoing development of Dispute Resolution and ADR services.
- Facilitate effective communication between customers, business leaders and other stakeholders to help achieve positive outcomes.
- Monitor service performance and customer satisfaction, identifying trends and opportunities for improvement.
- Analyse customer feedback, complaints and dispute data to support decision making and service enhancement.
- Develop and maintain customer service and dispute resolution processes, procedures and guidance.
- Build and maintain effective relationships with customers, partners, regulators and industry bodies.
- Support continuous improvement initiatives across customer services and dispute resolution activities.
Key Responsibilities
- Manage and develop team members through effective coaching, support and performance management.
- Act as an escalation point for complex customer enquiries.
- Ensure customer cases are managed in accordance with company policies, procedures and service standards.
- Maintain high levels of quality, consistency and professionalism across all customer interactions.
- Support the Customer Experience Team in investigating, resolving and reporting on customer complaints.
- Contributes to the successful delivery of mediation and dispute resolution services, ensuring impartiality and fairness throughout the process.
- Ensure accurate maintenance of records, case documentation and management information.
- Work collaboratively with internal departments to enhance customer journey
- Develop and implement improvements to customer journeys and service standards.
- Ensure compliance with relevant consumer legislation, regulatory requirements and industry standards.
- Support the development of quality frameworks, policies, procedures and terms and conditions.
- Take ownership of projects, initiatives or functional responsibilities as delegated by senior management.
- Initiate the development of the Dispute Resolution function and associated stakeholder relationships.
Qualifications, Experience, Competence
Experience
- Educated to A-Level standard or equivalent.
- Strong team development through coaching and driven leadership
- Experience managing end-to-end dispute resolution processes, investigating complex complaints and escalated cases, analysing evidence, and facilitating successful outcomes for all parties.
- Skilled in negotiation, mediation, stakeholder management, and regulatory compliance, with a proven ability to resolve conflicts efficiently while maintaining high standards of customer service and organisational integrity.
- Functional/Technical Competencies
- Passionate people leader
- Conflict resolution and mediation skills
- Strong investigation and analytical abilities
- Excellent verbal and written communication
- Negotiation and influencing skills
- Attention to detail
- Problem-solving and decision-making
- Emotional intelligence and empathy
- Ability to remain impartial and objective
- Organisational and time-management skills
- Knowledge of relevant legislation and regulatory requirements
- What You’ll Receive
- Enhanced company pension
- Discretionary company bonus 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
- Employee assistance programme
- Pure gym membership
Our Values
Everything we do is guided by our core values
Integrity
We do the right thing, even when it's not the easiest option. We make fair, balanced decisions and always put customers at the centre of our thinking.
Expertise
We are specialists in our field. We continually learn, develop and share knowledge to deliver exceptional outcomes for customers and colleagues.
Empowerment
We trust our people to take ownership, make decisions and contribute ideas that improve the way we work.
Supportive
We work together, support one another and recognise that great outcomes are achieved through teamwork and collaboration.
Dynamic
We embrace change, innovation and new ways of working to continuously improve the customer experience.
Authentic
We are genuine, transparent and respectful in every interaction, building trust with customers, colleagues and stakeholders.
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Customer Service 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 Service 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 Service 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.
