Customer Relations Officer

Job description

Customer Relations Officer Marley Risk Consultants Ltd are a 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. You’ll play a pivotal role in safeguarding great customer outcomes across our MGA, Claims and loss adjusting services. You will oversee and investigate, respond to, and resolve complaints end‑to‑end—from first contact through to fair resolution—ensuring every case is handled thoroughly, fairly, and with empathy. You’ll also support regulatory and client reporting, contribute to our root cause analysis (RCA) program, and help monitor any escalations to the Financial Ombudsman Service (FOS), ensuring learning loops are closed and improvements are embedded across the wider business. The ideal candidate will have proven experience handling complex complaints within a regulated environment, preferably that of the FCA, a working knowledge of Consumer Duty, ICOBS requirements (or similar regulatory frameworks) GDPR AND Data Protection Legislation and confidence i...