Customer Service Manager

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

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• Lead the day-to-day operation of the Customer Services Team, ensuring a consistently high level of customer support.
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• Support the management of customer complaints and escalated customer issues.
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• Assist in the delivery and ongoing development of Dispute Resolution and ADR services.
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• Facilitate effective communication between customers, business leaders and other stakeholders to help achieve positive outcomes.
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• Monitor service performance and customer satisfaction, identifying trends and opportunities for improvement.
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• Analyse customer feedback, complaints and dispute data to support decision making and service enhancement.
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• Develop and maintain customer service and dispute resolution processes, procedures and guidance.
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• Build and maintain effective relationships with customers, partners, regulators and industry bodies.
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• Support continuous improvement initiatives across customer services and dispute resolution activities.
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Key Responsibilities

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• Manage and develop team members through effective coaching, support and performance management.
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• Act as an escalation point for complex customer enquiries.
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• Ensure customer cases are managed in accordance with company policies, procedures and service standards.
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• Maintain high levels of quality, consistency and professionalism across all customer interactions.
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• Support the Customer Experience Team in investigating, resolving and reporting on customer complaints.
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• Contributes to the successful delivery of mediation and dispute resolution services, ensuring impartiality and fairness throughout the process.
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• Ensure accurate maintenance of records, case documentation and management information.
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• Work collaboratively with internal departments to enhance customer journey
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• Develop and implement improvements to customer journeys and service standards.
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• Ensure compliance with relevant consumer legislation, regulatory requirements and industry standards.
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• Support the development of quality frameworks, policies, procedures and terms and conditions.
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• Take ownership of projects, initiatives or functional responsibilities as delegated by senior management.
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• Initiate the development of the Dispute Resolution function and associated stakeholder relationships.
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Qualifications, Experience, Competence

Experience

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• Educated to A-Level standard or equivalent.
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• Strong team development through coaching and driven leadership
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• Experience managing end-to-end dispute resolution processes, investigating complex complaints and escalated cases, analysing evidence, and facilitating successful outcomes for all parties.
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• 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."
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Functional/Technical Competencies

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• Passionate people leader
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• Conflict resolution and mediation skills
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• Strong investigation and analytical abilities
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• Excellent verbal and written communication
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• Negotiation and influencing skills
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• Attention to detail
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• Problem-solving and decision-making
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• Emotional intelligence and empathy
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• Ability to remain impartial and objective
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• Organisational and time-management skills
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• Knowledge of relevant legislation and regulatory requirements
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What You'll Receive

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• Enhanced company pension
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• Discretionary company bonus scheme
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• Cycle to work scheme
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• Tech scheme
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• Life insurance (following successful completion of probationary period)
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• Private medical insurance (following successful completion of probationary period)
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• Flexible working
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• Employee assistance programme
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• Free gym membership
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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.