Customer Relations & Complaints Specialist (FCA)

AmTrust International; Bishop's Cleeve; On-site; GBP 28,000 - 31,000; Full time

Benefits offered by this job

Enhanced company pension

Enhanced Maternity and Paternity leave

Life Insurance

Private Medical Insurance

Eye care vouchers

Employee Assistance Programme

Discounted gym membership Schemes

Job summary

Marley Risk Consultants Ltd is seeking a skilled Customer Relations Officer to safeguard customer outcomes across MGA, Claims and loss adjusting services. You will oversee and investigate complaints end-to-end—from first contact to fair resolution—with empathy and accuracy.

The role is based in Cheltenham, on-site, full-time, Monday to Friday. You will support regulatory reporting, RCA, and monitor FOS escalations, writing formal responses and contributing to continuous improvement.

Qualifications

• Proven track record of handling and writing high-quality formal complaint responses in a regulated environment.
• Excellent verbal and written communication, with clear, balanced and empathetic messaging.
• Knowledge of Consumer Duty, ICOBS and GDPR preferred.
• Proficient in Microsoft Excel and SharePoint.
• High attention to detail and analytical mindset.
• Able to build positive relationships with internal and external stakeholders.
• Well organized with excellent time management.
• Experience liaising with the Financial Ombudsman Service or similar.
• Experience maintaining and updating data-driven reports.
• Experience in root cause analysis (RCA).
• Experience handling DSAR is preferred.

Responsibilities

• Handle complaints in line with FCA standards and timelines.
• Resolve at first point of contact where possible; escalate when needed.
• Carry out root cause analysis to identify patterns.
• Maintain accurate complaints reporting and FOS referrals.
• Provide stakeholder feedback to support coaching and quality improvement.
• Collaborate with teams to find fair resolutions.
• Support policy upkeep and procedures aligned to standards.
• Escalate media-sensitive issues with risk context to senior management.

Skills

Complaint handling

Regulatory knowledge

Communication

Attention to detail

Time management

Stakeholder relations

Root cause analysis

FOS liaison

Data reporting

Tools

Microsoft Excel

SharePoint

Job description

Marley Risk Consultants Ltd is seeking a skilled Customer Relations Officer to safeguard customer outcomes across MGA, Claims and loss adjusting services. You will oversee and investigate complaints end-to-end—from first contact to fair resolution—with empathy and accuracy.

The role is based in Cheltenham, on-site, full-time, Monday to Friday. You will support regulatory reporting, RCA, and monitor FOS escalations, writing formal responses and contributing to continuous improvement.