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.

Experience

What We're Looking For:

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.