Customer Service Manager – Structural Warranty Claims

About the role

Marley Risk Consultants Ltd is seeking an ambitious Customer Service Manager to lead the delivery of excellent service for structural warranty claims. The role will initially support the Customer Experience team with escalations and service improvements, then grow to own the Dispute Services function.

Key responsibilities

• Lead the day‑to‑day operation of the Customer Services Team, ensuring high‑quality support.
• Support management of customer complaints and escalated issues.
• Assist in the delivery and development of Dispute Resolution and ADR services.
• Facilitate effective communication between customers, business leaders and stakeholders.
• Monitor service performance and customer satisfaction, identifying trends and improvement opportunities.
• Analyse feedback, complaints and dispute data to inform decision‑making.
• Develop and maintain service and dispute resolution processes, procedures and guidance.
• Build and maintain relationships with customers, partners, regulators and industry bodies.
• Support continuous improvement initiatives across customer services and dispute resolution.
• Manage and develop team members through coaching, performance management and support.
• Act as an escalation point for complex enquiries and ensure cases are handled per policy.

Required profile

• Ambitious and results‑driven with a strong customer focus.
• Collaborative approach, able to work across the business.
• Excellent communication and stakeholder management skills.
• Analytical mindset with ability to interpret feedback and data.
• Experience in leading customer service teams, preferably in insurance or related sectors.
• Knowledge of dispute resolution processes and regulatory requirements.

Required skills