Regulated Complaints Specialist - Customer Care & RCA

Marley Risk Consultants Limited; Bishop's Cleeve; On-site; GBP 28,000 - 31,000; Full time

Benefits offered by this job

Enhanced pension

Enhanced maternity/paternity leave

Life Insurance after probation

Private Medical Insurance after prob.

Eye care vouchers

Employee Assistance Programme

Discounted gym membership

Job summary

Marley Risk Consultants Ltd are a chartered Loss Adjusters servicing the Property Latent Defects Insurance market across the UK. 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 reporting, contribute to RCA, and help monitor escalations to the Financial Ombudsman Service, embedding improvements across the business.

Qualifications

• Proven track record of handling and writing high-quality responses to formal complaints in a regulated environment.
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Responsibilities

• Handle complaints in line with FCA standards: Manage complaints in accordance with the regulatory standards set out by the Financial Conduct Authority, meeting required timescales and quality expectations.
• Resolve swiftly where possible: Aim to resolve complaints at first point of contact wherever appropriate; where not, elevate through the formal complaint process in line with policy.
• Drive root cause analysis: Carry out structured root cause analysis to identify patterns and trends, feeding insights into our continuous improvement programme to prevent recurrence.
• Maintain accurate reporting & MI: Keep accurate, timely records and reporting on complaint investigations and Financial Ombudsman Service (FOS) referrals, supporting internal, client and regulatory reporting requirements.
• Provide stakeholder feedback: Engage with key stakeholders to provide feedback on individual team member performance where appropriate, supporting coaching and quality improvement.
• Collaborate for fair outcomes: Work closely with other teams to find swift, fair resolutions to complaints, removing blockers and aligning on remedial actions.
• Support policy & procedure upkeep: Assist the Complaints Resolution Manager in maintaining up-to-date complaints policies and procedures, aligned to industry standards and best practice.
• Escalate media-sensitive issues: Identify complaints with potential for adverse media publicity and refer promptly to Senior Management with clear risk context for Marley Risk Consultants Ltd.

Skills

Complaint handling

Communication

Regulatory knowledge

Excel

SharePoint

Time management

Stakeholder liaison

FOS experience

Data reporting

Root cause analysis (RCA)

DSAR experience

Tools

Excel

SharePoint

Job description

Marley Risk Consultants Ltd are a chartered Loss Adjusters servicing the Property Latent Defects Insurance market across the UK. 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 reporting, contribute to RCA, and help monitor escalations to the Financial Ombudsman Service, embedding improvements across the business.