Job Description

Customer Outcomes Manager

Marley Risk Consultants

Cheltenham

Build it. Lead it. Make a lasting impact.

Are you an experienced customer service, complaints or dispute resolution leader looking for the opportunity to create something from the ground up?

At Marley Risk Consultants, we're creating a brand-new Customer Outcomes function, and we're looking for an ambitious and dynamic Customer Outcomes Manager to design, build and lead it.

This is a unique opportunity to shape a critical business service that will support our continued growth, strengthen customer confidence, and drive exceptional customer outcomes. You'll have the autonomy to create the operating model, establish best practices, develop service standards and build a high-performing team that delivers fair, consistent and effective customer experiences.

If you thrive on creating structure, influencing change and solving complex challenges, we'd love to hear from you.

What You'll Be Doing

As our Customer Outcomes Manager, you'll play a pivotal role in designing and implementing a scalable service that supports customers, stakeholders and the wider business.

Initially, you'll work closely with our Customer Relations team to manage customer escalations and identify service improvement opportunities. As the function evolves, you'll take increasing ownership of dispute resolution activities and help define how these services are delivered across the organisation.

Key Responsibilities

-Establish and lead the Customer Service function, creating the framework, standards and ways of working for a newly formed service.

-Build, develop and inspire a high-performing team through coaching, guidance and performance management.

-Act as the escalation point for complex customer enquiries, complaints and service issues, ensuring fair, professional and timely resolution.

-Design and implement customer service, complaints handling and dispute resolution processes that deliver consistent, high-quality outcomes.

-Lead investigations into customer complaints, identifying root causes and driving meaningful service improvements.

-Develop mediation, dispute resolution and ADR capabilities that promote fairness, impartiality and positive customer outcomes.

-Monitor service performance, customer feedback and operational insights to identify trends and opportunities for improvement.

-Create and maintain policies, procedures, quality frameworks and governance arrangements that support effective service delivery.

-Build strong relationships with internal stakeholders, customers, partners, regulators and industry bodies.

-Champion continuous improvement, helping to shape a customer-centric culture across the business.

What We're Looking For:

Experience

We're looking for someone who can confidently operate in a growing and evolving environment and who has experience in:

• Building, leading and developing customer-focused teams.
• Creating new services, operating models, frameworks or major service improvements.
• Managing complaints, escalations, customer outcomes or dispute resolution processes.
• Driving operational excellence in fast-paced environments.
• Working with regulatory requirements and governance frameworks.
• Influencing stakeholders and delivering change across multiple teams.

Skills & Expertise

You'll bring:

• Strong leadership and people development skills.
• Excellent conflict resolution, negotiation and mediation abilities.
• Experience designing customer service frameworks and operational processes.
• Exceptional analytical and problem-solving capability.
• Strong written and verbal communication skills.
• The confidence to make decisions and exercise sound judgement.
• Outstanding organisational skills and attention to detail.
• A passion for delivering fair customer outcomes and continuous improvement.

Why Join Marley Risk Consultants?

This is more than just another management role.

It's an opportunity to build a new function from the ground up, influence the future direction of the business and create a service that genuinely improves customer experiences and outcomes.

You'll have the freedom to shape strategy, implement change and make a visible impact in an organisation that values initiative, innovation and professionalism.

If you're excited by the challenge of creating something new and leaving a lasting legacy, we'd love to hear from you.

Apply today and help us build the future of Customer Outcomes at Marley Risk Consultants.