Regulated Complaints & Customer Experience Specialist

Marley Risk Consultants; Cheltenham; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Enhanced pension

Enhanced maternity/paternity leave

Life Insurance

Private Medical Insurance

Eye care vouchers

Employee Assistance Programme

Discounted gym membership

Job summary

Marley Risk Consultants Ltd is seeking a Customer Relations Officer in Cheltenham to manage complaints end-to-end, ensuring fair, empathetic resolutions. The role supports regulatory reporting, RCA, and learning loops across the MGA, Claims and loss adjusting services.

The ideal candidate has experience in regulated complaint handling, with knowledge of FCA standards and Consumer Duty, and strong communication skills. Office-based, Mon-Fri.

Qualifications

• Proven track record of handling and writing high-quality responses to formal complaints in a regulated environment.
• Excellent verbal and written communication with clear, balanced messaging.
• Working knowledge of Consumer Duty, ICOBS and GDPR (preferred).
• Proficient in Microsoft Excel and SharePoint.
• High attention to detail with strong analytical mindset.

Responsibilities

• Handle complaints in line with FCA standards and required timescales.
• Resolve complaints at first point of contact where possible; escalate per policy.
• Carry out root cause analysis to identify patterns and inform improvements.
• Maintain accurate reporting and MI on complaint investigations and FOS referrals.
• Provide stakeholder feedback to support coaching and quality improvements.
• Collaborate with teams to achieve fair resolutions and address blockers.
• Support policy and procedure updates in line with industry standards.

Skills

Complaint handling

Written communication

Regulatory knowledge

Data reporting

Attention to detail

Stakeholder management

FOS liaison

Tools

Microsoft Excel

SharePoint

Job description

Marley Risk Consultants Ltd is seeking a Customer Relations Officer in Cheltenham to manage complaints end-to-end, ensuring fair, empathetic resolutions. The role supports regulatory reporting, RCA, and learning loops across the MGA, Claims and loss adjusting services.

The ideal candidate has experience in regulated complaint handling, with knowledge of FCA standards and Consumer Duty, and strong communication skills. Office-based, Mon-Fri.