About

Complaints ManagerMarley 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 complaint’s 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 ResponsibilitiesLeadership & Team ManagementLead, 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 & ResolutionOversee 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 & ComplianceEnsure 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 & ReportingConduct root cause analysis of complaints and feed insights back i