Complaints & Operations Support Specialist

Marley Risk Consultants; Cheltenham; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Enhanced company pension

Income Protection Scheme

Cycle to Work Scheme

Tech Scheme

Life Insurance (probation period)

Private Medical Insurance (probation)

Flexible working

EV charging points

Employee Assistance Programme

Gym Membership Benefit-in-Kind

Gym Membership Discount Scheme

Job summary

Marley Risk Consultants in Cheltenham is seeking a Technical Support Officer to join the Complaints and Operations team. You will manage end-to-end customer complaints, log cases, gather evidence and prepare documentation to support fair outcomes and strong service standards.

The role requires excellent organisational and communication skills, a proactive problem-solving approach, and experience in admin or customer service. Hybrid working is available and training will be provided.

Qualifications

• Experience in an administrative, customer service, complaints, operations or business support role.
• Strong organisational skills with excellent attention to detail.
• Confident written and verbal communication skills.
• Experience investigating and resolving customer issues or complaints.
• Strong Microsoft Office skills, including Outlook, Word, Excel and Teams.
• A proactive approach to problem-solving and continuous improvement.
• A passion for delivering positive customer outcomes.
• Experience within a regulated environment such as insurance or financial services would be advantageous but is not essential.

Responsibilities

• Supporting the end-to-end management of customer complaints and disputes.
• Logging, monitoring and updating customer cases and complaint records.
• Gathering evidence and preparing correspondence and supporting documentation.
• Assisting vulnerable customers and recording reasonable adjustments.
• Supporting quality assurance reviews, audits and governance activities.
• Identifying recurring themes and contributing to Root Cause Analysis (RCA).
• Assisting with management information, reporting and service improvement projects.
• Working closely with colleagues across Complaints, Business Support Operations and Customer Service teams.

Skills

Customer service

Administrative support

Organisational skills

Communication

Problem solving

Tools

Microsoft Office

Outlook

Word

Excel

Teams

Job description

Marley Risk Consultants in Cheltenham is seeking a Technical Support Officer to join the Complaints and Operations team. You will manage end-to-end customer complaints, log cases, gather evidence and prepare documentation to support fair outcomes and strong service standards.

The role requires excellent organisational and communication skills, a proactive problem-solving approach, and experience in admin or customer service. Hybrid working is available and training will be provided.