Complaints Handler -Claims Focus

London, England, United Kingdom

12/17/2024

About Marshmallow

We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. All because the industry hasn’t given this huge cohort of people a second’s thought, and isn’t set up to price them properly.

We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. Since we started, we’ve helped 100,000s of people get a fairer deal on their car insurance. Using technology, we serve people that are often overlooked by financial services companies, solving important problems for people who need it most.

We know there are millions of marginalised customers out there. And we know that they face unique problems that most companies aren’t even aware of. We believe that our future is helping these people by learning about their experiences, and building our company around their needs. And there are strong signs that there’s a need for a company like us. Earlier this year we hit profitability, which is a huge milestone, but the most exciting thing is that we’re only just getting started.

How We Work

We’re really proud of the culture we’ve created. We push for progress every day, because we know that we’ll only hit big milestones by taking lots of smaller steps. We’re always open to helping our team mates, sharing our ideas, experience and knowledge to solve problems together. We take risks, think creatively and experiment relentlessly to meet our customer’s needs, and never pass blame when things go wrong. We encourage people at all levels to take ownership of their work, and to be bold in challenging how we do things. Everyone has a voice and the opportunity to make an impact.

And autonomy and ownership are only possible with clear direction. That’s why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we’re as aligned as possible across functions, most of our work rolls up into four tribes; Acquisition, Retention, Claims and Pricing, Underwriting & Fraud. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.

We’re so excited for all of the challenges up ahead, and we need more people to help us tackle them! If life at Marshmallow sounds like it could be for you, explore our culture handbook or read our blog to find out more.

The Team

The Complaints Team exists to ensure we treat customers fairly, and protect the company from a regulatory, financial and reputational risk. An important part of our role is also to drive continuous improvement, by looking out for trends in the complaints we receive, and working with other teams to strengthen their processes. Our vision is to become so proactive that we would ultimately eliminate the need for customers to complain.

The Complaints Team became its own function in November 2021, and we’re very eager to improve our own processes as well to make sure we become as efficient as possible, and provide an amazing service to our customers. Our team members each have areas of expertise, and are focused on responding to Customer Operations, Fraud prevention, Underwriting or Claims-related complaints.

What You’ll Be Doing

• You will effectively manage your own case load, inboxes, and additional responsibilities where applicable, supporting teammates with their workload wherever possible to maximise the team's efficiency.
• Independently investigating and documenting complaints to ensure the customer was treated fairly, and coming to a fair outcome based on all evidence acquired.
• Specialising in dealing with our claims and underwriting related complaints.
• Writing Final Responses to clearly explain to the customer what has happened and how we have come to a decision based on our investigation.
• Comfortably communicate with the customer throughout the complaints process via email, live chat or telephone, as well as politely and calmly dealing with challenging customers.
• You will provide feedback to other parts of the business & work with them to improve our product and processes, and fix any issues highlighted by complaints.
• You will develop and maintain a comprehensive understanding of our operational and claims processes.
• You consistently go above and beyond to provide the best customer service, this is supported by meeting/exceeding agreed Quality Assurance targets
  
  

Who You Are

• You are empathetic and have bias for action, bringing a can-do-attitude to ensure our customers are treated fairly. You understand what it means to go the extra mile to offer the best customer service possible.
• You're excited about working in a company that really focuses on and believes in the importance of feedback
• You enjoy proactively finding solutions to problems you come across and improving processes rather than waiting on others to do this for you.
• You can simplify for success by taking complex issues and explaining them in an easy and understandable way.
• You're selfless. You enjoy pulling together as a team and supporting your teammates.
• You take ownership and accountability for your own work and are confident in coming to a decision based on your investigation.
• You are prepared to make bold decisions and suggestions to support what is right for the customer.
  
  

What We're Looking For From You

• Empathy: You genuinely care about our customers and strive to understand their perspectives, ensuring they feel valued and supported throughout the complaint process.
• Attention to detail: You have a strong attention to detail, ensuring accuracy and clarity in all complaint investigations and final response letters.
• Clear Communicator: You excel at simplifying complex issues, making them easy for customers to understand, ensuring transparency and clarity in all communications.
• Complaint Handling Background: Experience in handling complaints, preferably within a regulated environment, is highly desirable.
• Knowledge of Claims Processes: An understanding or experience with insurance claims processes is essential, ideally within the motor insurance industry.
  
  

Perks of the job

• Flexi-office working – Spend a day every other week with your team in our new collaborative London office. The rest is up to you! 🏠
• Flexible benefits budget - £50 per month to spend wherever you like on a Ben Mastercard 💰
• Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset 🤓
• Mental wellbeing support – Access therapy and mental health sessions through Oliva 💚
• Private health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches 🏥
• Medical cash plan - To help you with the costs of dental, optical and physio (plus more!)
• Tech scheme - Get the latest tech for less 🖥
  
  

Plus all the rest; 33 days holiday (including bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!

Everyone belongs at Marshmallow

At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias.

We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications.

We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.

Recruitment privacy policy

We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here.