Senior Complaints Operations Manager
UK Visa Sponsorship Analytics
Above analytics are generated algorithmically based on job titles and may not always be the same as the company's job classification. You can also check detailed occupation eligibility, and salary criteria on our UK Visa Eligible Occupations & Salary Thresholds page.
Disclaimer: Hunt UK Visa Sponsors aggregates job listings from publicly available sources, such as search engines, to assist with your job hunting. We do not claim affiliation with Marshmallow Technology Ltd. For the most up-to-date job details, please visit the official website by clicking "Apply Now."
About Marshmallow
We exist to make migration easy.
A systemic problem of this magnitude requires a team of curious thinkers who relentlessly pursue solutions. Those who constantly challenge the why, dismantle assumptions, and always take action to build a better way.
A Marshmallow career is built on a cycle of continuous growth, with learning at its core. You will be challenged to raise the bar on your capabilities and supported with the right tools and guidance to do so. This ensures you can deliver impactful work and drive change.
If life at Marshmallow sounds like it could be for you, explore our Culture Handbook to find out more.
Move our mission, and your career, forward.
Complaints at Marshmallow
Our Complaints team plays a critical role in helping Marshmallow deliver fair, effective and well-governed customer outcomes. When something has gone wrong, this team is responsible for investigating issues thoroughly, resolving complaints in line with regulatory expectations, and using what we learn to improve how the wider business operates.
Complaints is one of the clearest signals of where customer experience, operational performance and product design intersect. We’re looking for someone who can lead this function with a strong operational mindset, bring clarity in a regulated environment, and work across the business to reduce complaint volumes and improve outcomes over time.
What you'll be doing
Lead the end-to-end complaints operation
Drive operational performance across the department, improving efficiency, quality and consistency while maintaining strong regulatory standards
Use complaints insight to influence the wider business, partnering with product, operations and other stakeholders to address root causes and reduce complaints at source
Shape and improve complaints processes and procedures, balancing customer, commercial and regulatory considerations in how the function operates
Play a leading role in complaints transformation, including the implementation of AI tooling and new ways of working to automate and streamline processes
Support and develop your teams, building engagement, accountability and strong delivery in a function going through change
Who You Are
You’re confident and credible working with senior stakeholders, and can challenge constructively when customer outcomes or process design need to improve
You combine sharp operational thinking with sound judgement, and are comfortable balancing customer needs with commercial realities in a pragmatic way
You’re hands-on and curious, willing to get into the detail of a function while still keeping sight of the bigger picture
You bring energy for change, and can help teams adapt to new tools, new expectations and more efficient ways of working
What You'll Bring
Experience leading regulated complaints operations, with strong subject matter expertise in complaints management and oversight of end-to-end complaint processes
People leadership experience, including managing managers and leading multi-layer operational teams through performance, change and development
A track record of delivering in high-scrutiny environments, including working with compliance, governance, audit or similar regulatory oversight
Experience using data and insight to drive root-cause reduction, influence cross-functional stakeholders and improve customer outcomes at a business-wide level
Background in insurance, fintech or a similarly fast-paced regulated environment, with the ability to operate effectively alongside product, engineering and analytics teams
Perks of the job
Flexible working: Spend two days a week with your team in our collaborative London office, and own your own working hours. The rest is up to you 🏠
Competitive bonus scheme - designed to reward and recognise high performance 🌟
Flexible benefits budget - £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things you want. Whether that’s subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes 💰
Mental wellbeing support –
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 🤓
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 🖥
We are able to offer visa sponsorship for this position.
Our process
Initial call with a member from our Talent Team (30 mins)
Past Experience interview with Hiring Manager (60 mins)
Case study interview (60 mins)
Culture interview (60 mins)
Background checks
As part of our commitment to maintaining a safe and trustworthy environment, we’ll carry out standard background checks, including a DBS and a Cifas check. These help ensure there are no ongoing criminal proceedings and support the prevention of fraud and other forms of serious misconduct. If anything of concern is identified, it may affect your eligibility for certain roles or services. Feel free to ask our Talent Acquisition team if you have any questions about this!
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.