Claims Team Lead - Accidental Damage London, England
Job description
Our mission
Definitely not a sweet shop.
We're the tech company making insurance more accessible and more affordable for as many people as possible.
We’re proud of our journey so far. We’ve helped hundreds of thousands of customers get fairer cover, all while being rated excellent on Trustpilot. But we’re just getting started.
Over the next 2 years, we’re planning to help even more people by launching products and services across different sectors and countries
If you're looking for a challenge, our next chapter is set to be an exciting one
How we work
We've created a culture of trust which allows us to work autonomously without fear of failure, to challenge decisions, and be heard. It empowers us to drive our own careers and to move at unparalleled speed. And because we're treading new ground, we're all mastering new skills along the way.
Explore our Culture Handbook to find out more about life at Marshmallow, or read our blog!
The Claims Team
We believe that the claims experience can be so much better in the insurance industry! So, our mission is to deliver the most delightful and efficient claims experience to our customers.
We're looking for a Claims Team Lead to be responsible for managing the day-to-day operations of a growing team of executives, developing our case handling function and focusing on owning our customer journey.
We are looking for someone with proven leadership skills, who will relish the challenge of working with our Head of Claims to onboard, train and coach members of our growing in-house claims team.
Working in a startup means that you have to be adaptable and are excited by the prospect of moving fast. This is an opportunity to collaborate with engineers, product managers, designers, underwriters and our operations team to set us up for success. Building strong working relationships is important, to ensure that together with our partners we deliver excellent customer service 24/7, 365 days a year.
What you'll be doing
Managing the day-to-day operations of a growing team of claims executives, ensuring we are on track to hit KPIs and OKRs
Supporting, monitoring and reviewing motor claims processed in house or by our third-party providers.
Reviewing claims processes and recommending changes. You'll also be conducting quality assurance audits and highlighting missed opportunities, leakage and areas for improvement
Supporting technical claims matters in respect of questions / escalated customer scenarios and calls/liability referrals etc.
Managing and coaching claims team members, and supporting them in the development of their knowledge and skills
Working with others across the business to set up and maintain performance reporting/metrics
Working and owning on operational and strategic projects
Presenting and explaining statistical management information to the business
Ensuring that your team achieves quality outcomes for customers
Creating the time, space and confidence for your team to go above and beyond for customers
Reduction of inbound contact by delivering a high touch case handling approach
Ultimately, you are accountable for minimising the effort our customers need to use when making a claim
Who you are
You truly care about supporting and developing the people you manage
You have a proven ability to think strategically but are also able to get deep into the detail
You enjoy problem-solving and creating innovative solutions to complex problems
You enjoy working in a high growth environment and are highly adaptable to change
What we're looking for from you
Experience and understanding in the following areas:
how insurance policies are sold and distributed, and contracts formed and applied
how motor claims can occur and are registered
how motor claims liability arises, is established and negotiated
claims reserving and payment processes
Understanding of how customers claim from FNOL through to settlement.
Experience managing and coaching a team
Previous experience of project / strategic change management would also be beneficial
Experience of multi-channel communication methods for customer contact e.g. telephony, live chat, message and emails.
Perks of the job
Flexible working: Spend 1 day per fortnight with your team in our new collaborative London office, and own your own working hours. The rest is up to you *If this arrangement doesn’t work, don’t let it hold you back. We’re always open to making reasonable adjustments if this is a barrier to you in any way. Let us know and we’ll talk about our options.
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 – Access therapy and mental health sessions through Oliva
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
Plus all the rest; 33 days holiday (including bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!
Our process
We break it up into 3 stages:
Initial call with Lotti Cook, Talent Acquisition Partner (30 mins)
A skill-based interview where you will discuss your previous experience with two members of our Claims team (1 hour)
A culture interview to check that your work style fits our processes and values (1 hour)
We’ll let you know if you’re invited to an interview or not. But, as a small team with a lot of applications to consider, we can’t give individual feedback on each application
Background checks
To meet our regulatory obligations as an FCA-authorised financial services company, we need to do some background checks on all new hires. That means carrying out a DBS check and making sure you don't have any live criminal proceedings. 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.
