Complaints Manager
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.
Skills & Experience Required
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.
Benefits
Enhanced company pension
Cycle to work scheme
Life Insurance (after probation)
Private Medical Insurance (after probation)
Employee Assistance Programme
Free gym membership
Tech scheme
TPBN1_UKTJ