What we do

Founded by David Robinson and Kevin Drain, both recognised nationally as leading experts in latent defects, Marley Risk is the UK&rsquo;s largest specialist in latent defect insurance claims management, working with a range of insurers in this market.
Marley Risk is a vibrant, creative, and agile company with a passion for what we do, and who aim to be the difference in the industry, and as an employer.

What we stand for

If you want to work for a company where you are part of the difference, explore our current vacancies 

Who you'll work with

Part of the Marley difference is our focus on the emotional well being and mental health of our staff. We have multiple trained mental health first aiders, an employee assistance plan allowing staff to access phone based support and advice, and are flexible on staff needs around working environments and adaptations. Our Evesham based staff have free access to a gym very close to the office to support both their physical and mental health.

What you'll get

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JOB DESCRIPTION - Operations Officer - Project mangement Job Location: Evesham. Job Type: Full-time (Mon-Fri). The Role: Reporting to the Head of Department you will provide a leading role in the development and growth of the business, leading the creation and implementation of new services; supporting the progression of existing administrative functions; facilitating and ensuring high standards of services quality across the business. The role will engage with all areas of the business and also with clients and suppliers. Key Activities: Work collaboratively with colleagues across the business in the following key areas: Compliance o Creating and distributing compliance logins; recording compliance events and outcomes. o Administering claims handling authority across the business. o Administering internal audit and application of outcomes within continuous improvement. o Support in the preparation for client audit and administration of subsequent actions. Service development o Take a leading role in project work, typically in role of Senior Supplier and/or as project lead of minor projects. o Take a leading role in the design of new services; customer journey mapping; stakeholder analysis; process mapping; defining roles and responsibilities; determine appropriate management and performance metrics. o Work with clients, colleagues and service partners in the course of service development. o Ensure focus on the quality of customer experience, cost management and process efficiency. o Lead change management, ensuring the considered engagement of stakeholders and end-users. Quality assurance o Collaborate with colleagues in the continuous improvement of existing services. o Support colleagues and service quality through training initiatives. o Implement performance measures and monitor service quality, taking a lead to support team managers in continuous improvement. o Act as a key point of contact for clients in relation to process queries. Participate in any internal or external training as required, including CII, Project Management and Lean Six Sigma qualifications. The company will cover the cost of all training fees but reserves the right to claim back some or costs should you leave the company within a specified timeframe (as stipulated in the contract of employment). Abide by all relevant legal requirements, industry guidelines and company standards. Actively participate in team discussions to highlight issues and promote group learning. Perform other tasks as reasonably required by Line Managers or Senior Management. Skills and Experience required: Proven track record in an operational support role, Project managment ,engaging or leading service development and improvement. Extensive experience in a project environment is essential. Experience in a project management role is desirable. Strong verbal and written communication skills. Ability to present to c-suite colleagues and clients is essential. Excellent interpersonal skills. Able to quickly build positive and effective relationships. Well organised with excellent time management skills. Able to multitask effectively to meet varying deadlines. Excellent attention to detail and high levels of accuracy. Confident and comfortable working independently or under instruction. Strong IT skills, including MS Word, Outlook, PowerPoint and Teams. Strong skills in the use of MS Excel is essential; Data analytical skills are desirable. GCSE English Language grade 5/C or equivalent. Bachelor degree or equivalent in a business-related subject (preferred). Qualifications in project management and continuous improvement (eg, PRINCE2; Lean Six Sigma) are desirable, although training will be provided if necessary. Experience and qualifications within the insurance sector are desirable but not essential. Be flexible and adaptable to the changing demands of a growing business. Benefits: Generous company pension. Cycle to work scheme. Techscheme. Tools/equipment required for the performance of company duties. Life Insurance (following successful completion of probationary period). Private Medical Insurance (following successful completion of probationary period). Casual dress policy. Flexible Working. Free on-site parking (where available). EV charging points (where available). Employee Assistance Programme. Free gym membership (PureGym). Please note that due to the volume of applications if you haven't heard back within 2 weeks of applying, then unfortunately on this occasion you have been unsuccessful , please feel free to reapply for future opportunities

Operations Officer - Project management 

JOB DESCRIPTION - Complaints Handler The Role: Deal with complex complaints and multi-departmental issues to prevent escalations. Assist the Complaints Manager in managing and coordinating high graded, complex and contentious complaints. Manage your own portfolio of claims from inception to completion. Key Activities: Proactively assist the Complaints manager on delivering advice with complaints regulations and handling, ensuring that you comply with any new regulations or processes, and that these are effectively communicated and embedded across all arms of the business. Providing a robust high quality complaints service. Assist and support in the analysis and identification any issues of concern arising from complaints. Track any identified patterns or trends and report to the Complaints Manager for remedial action. Work closely with the line managers, across all arms of the business, to gain a full and factual understanding of key issues for the service users. Use analytical data to ensure that lessons are learned from registered complaints, through feedback to services, giving indication on adaptations needed for future prevention. Work with the Complaints Manager and the MI team to produce formal reports for training and tracking purposes. Assist the Complaints Manager in ensuring compliance of the complaints policy, ensuring that policies are developed, reviewed and maintained appropriately in accordance with industry standards. Proactively attend meetings with the Complaints Manager to support with complaints resolution. Ensure that together with the claim’s teams, that they instil a culture where potential complaints are resolved at an early, informal stage, including providing training to support claims resolution where necessary. Review and analyse investigation reports and produce high quality responses to complaints for the Complaints Manager to feed in to obtain the Head of Claims Service Operations signature. Scrutinise complaints for issues that may expose MRC Ltd to adverse media publicity and advise the Directors as appropriate. Skills and Experience required: High level understanding of the essential principles and components of the Claim’s Complaints Procedure. Experience in operating in Complaints Handling. Demonstrable experience of handling complex or contentious complaints, with the ability to remain professional and in control, even under duress. Experience in developing systems ensuring compliance with legislation and with local and national policy and procedures. Knowledge of the issues concerning vulnerable people and the ability to sensitively handle such communications. Experience of dealing with complainants and liaising with individuals and organisations acting on their behalf. Knowledge of confidentiality codes, GDPR, procedures and legislation. Demonstrable experience of managing multiple priorities whilst working to a deadline. Experience of Ombudsman referrals. Excellent written skills, including drafting of investigation reports, letters and executive reports. Excellent verbal communication skills, including the ability to communicate with staff at all levels of the organisation, service users and members of the public. Working understanding of Customer Duty and ICOBS requirements Ability to manage and deescalate aggressive behaviour. Ability to demonstrate empathy, tact, and firmness across a range of situations. Benefits: Generous company pension. Tools/equipment required for the performance of company duties. Cycle to work scheme. Life Insurance (following successful completion of probationary period). Private Medical Insurance (following successful completion of probationary period). Casual dress policy. Flexible Working. Free on-site parking (where available). EV charging points (where available). Employee Assistance Programme. Free Gym Membership. Cycle to work scheme. Tech scheme.

Complaints Handler

HR Officer Do you have passion for looking after people? Do you want to help make a difference, develop culture and support in our growth? This is your opportunity to join a dynamic, people focused and growing HR team. The Role: · Reporting to the Human Resources (HR) Manager, assist with the development and implementation of the company’s HR function, in support of the whole business. To meet with employees offering support and welfare. You will also be responsible for helping the HR manager to develop HR policies, updating the handbook and procedures. Key Activities: · Assist with the implementation of all employee-related issues, including recruitment, employee relations, performance management, absence management learning and development, and talent management. · Support current and future business needs through the development, engagement, motivation and preservation of human capital. · Coordinate with Senior Management, HR Manager and Recruiter/HR Officer to identify recruitment opportunities and professional development needs for the Shrewsbury office. · Perform telephone screening and aid in the facilitation of virtual and in-person interviews with suitable candidates as required by the in-house recruitment officer. · Assist with the onboarding of new hires for all office sites. · Coordinate with the HR Manager to ensure new employees are added to the company system, and that they are able to access the equipment, systems and tools required to perform their duties effectively. · Assist the HR Manager in managing all personnel records, ensuring data is accurate, complete and up-to-date. Ensure all paper and electronic personnel records are stored securely. · Assist the HR Manager in managing all conflicts, grievances and disciplinary issues, ensuring fair and appropriate outcomes. Manage all investigations in line with approved guidelines. This may involve external mediators, professional representatives and/or trade unions as required. · Assist the HR Manager in managing employee performance and compensation reviews. · Actively promote a positive working environment, acting as diversity and equality champion and striving towards best practice rather than minimum standards. · Maintain positive relationships with internal and external stakeholders. · Participate in any internal or external training as required. The company will cover the cost of all training fees but reserves the right to claim back some or all of the costs should you leave the company within a certain timeframe (as stipulated in your contract of employment). · Abide by all relevant legal requirements, industry guidelines and company standards. Ensure compliance with all relevant legal requirements (e.g. right to work, national minimum wage, 2010 Equality Act). · Perform other tasks as reasonably required by the HR Manager or Senior Management. Skills and Experience required: · Proven track record in a similar HR role. · Demonstrable understanding of HR law and industry best-practice. · Strong IT skills, including MS Word, Excel, Outlook and Teams. · Strong verbal and written communication skills. · Excellent interpersonal skills. Able to quickly build positive and effective relationships with internal and external stakeholders. · Willing to ask questions and seek assistance when required. · Well organised with excellent time management skills. Able to multitask effectively to meet varying deadlines. · Excellent attention to detail and high levels of accuracy. · Confident working independently under instruction. · Able to develop an understanding of the processes within the organisation and support the wider team as required. · Educated to A-Level or equivalent standard, with GCSE English Language grade 5/C or equivalent. · Professional certification/membership (preferred). Benefits: · Generous company pension. · Company mobile phone. · Tools/equipment required for the performance of company duties. · Cycle to work scheme. · Life Insurance (following successful completion of probationary period). · Private Medical Insurance (following successful completion of probationary period). · Casual dress policy. · Flexible Working. · Free on-site parking (where available). · EV charging points (where available). · Employee Assistance Programme. Experience: Human resources: 2 year (preferred) Licence/Certification: CIPD (preferred)

HR Officer 

Insurance - Recoveries Claims Handler T he Role: Working as part of the Recoveries team, responsible for managing a portfolio of Latent Defect Insurance Recoveries cases on behalf of the client, working with clients, policyholders and property developers to achieve successful settlement results. You will report to and be supported by the Recoveries Team Manager (RTM). Key Activities: Manage all phases of the Recoveries process to ensure that all tasks are completed efficiently and effectively. This will include but is not limited to: o Receive new cases. o Complete initial case review within agreed timeframe. o Check all case details to ensure information is accurate and complete. Identify and remedy any queries, discrepancies and/or omissions. o Make appropriate decision on case validity, following approved guidelines. o If case is rejected, prepare rejection letter for review by the RTM and distribute to policyholder once approved. o If accepted, prepare case strategy review (CSR) and submit for review by the RTM. o Once reviewed, make necessary adjustments to the CSR based on feedback from the RTM and submit for further review as required. Continue this phase until RTM approval received. o Once RTM approval received, progress the Recoveries case through to conclusion, completing agreed actions in a timely manner. o Manage all negotiation with stakeholders. Ensure all parties are kept up to date with case developments. o Proactively identify cases where a reasonable agreement cannot be achieved and escalate as appropriate. o Accurately interpret legal documentation, expert reports and insurance policies. o Raise and/or request payments as appropriate, ensuring all information is accurate and complete. o Update Case Management Portal System to ensure all records are accurate and complete, and all data is securely stored following appropriate guidelines. Participate in any internal or external training as required. You will be expected to achieve the Chartered Insurance Institute (CII) Certificate in Insurance (Level 3) within an agreed timeframe (if you have not already done so), with the potential for further professional study as your career develops. The company will cover the cost of all training fees but reserves the right to claim back some or all of the costs should you leave the company within a certain timeframe (as stipulated in your contract of employment). Manage inbound and outbound calls, emails and letters with insurers, policyholders, property developers, fellow professionals and industry specialists. Manage diary to ensure optimum use of time and resources, meeting all agreed deadlines. Liaise with policyholders and experts to ensure accurate and timely settlement of cases. Adopt a proactive approach when managing own case portfolio. Ensure customers are treated fairly in line with policy terms and conditions, abiding by all relevant legal requirements, industry guidelines and company standards. On occasion, opportunities may arise to join other colleagues on site visits across the UK. Actively participate in team discussions to highlight issues and promote group learning. Perform other tasks as reasonably required by RTM or Senior Management. Skills and Experience required: Ideally 2 years experience of insurance recoveries cases. A background in Latent Defects Insurance is desirable. Proven ability to robustly challenge and negotiate, demonstrating resilience and professionalism when under pressure. Demonstrable experience of reviewing and interpreting legal documents. Experience of working as a Paralegal would be a bonus. Experience of IT systems including MS Word, Excel, Outlook and Teams, and experience of Claims Management or Case Management Portal Systems. Training on company systems will be given. Strong verbal and written communication skills. A team player who is willing to ask questions to ensure tasks are completed effectively, and willing to assist colleagues by sharing knowledge and expertise. Strong customer service skills. Able to quickly build positive and effective relationships with internal and external stakeholders. Well organised with excellent time management skills. Excellent attention to detail and high levels of accuracy. Confident working independently under instruction. Able to adapt to new challenges. Bachelor degree (required), ideally in Law or legal-related subject. GCSE English Language grade 5/C or equivalent. Chartered Insurance Institute (CII) Certificate in Insurance (Level 3) (required or progressing towards). Knowledge of housebuilding and/or the general construction industry would be advantageous but training will be provided as required. Benefits: Generous company pension. Tools/equipment required for the performance of company duties. Cycle to work scheme. Life Insurance (following successful completion of probationary period). Private Medical Insurance (following successful completion of probationary period). Casual dress policy. Flexible Working. Free on-site parking (where available). EV charging points (where available). Employee Assistance Programme. Free gym membership (PureGym).