Complaints Team Lead 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 Complaints Team
The Complaints Team exists to ensure we treat customers fairly and protect the company from 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, Claims or FOS complaints.
We’re looking for a Complaints Lead to set the direction of the team, support our Complaints Handlers through their career progression, and drive process improvements.
What you’ll be doing
Leading the day-to-day operations of a growing team of Handlers, ensuring we are on track to hit our ambitious KPI targets
Managing and coaching team members and supporting them in the development of their knowledge and skills
Setting the team’s strategic goal, and ensuring the team achieve these objectives by driving and overseeing projects and initiatives
Managing and improving the complaints process across the business and various third parties including the Financial Ombudsman Service to ensure a compliant and efficient delivery
Working collaboratively with the wider Operations leadership team to remove blockers and find innovative ways to increase the team’s efficiency
Providing and empowering team members to provide accurate reporting and data analysis to support decision-making and product improvement.
Requirements
Who you are
You are empathetic and will go that extra mile to ensure our customers are treated fairly
You are an experienced manager, with a proven ability to think strategically but are also able to get deep into the detail
You are patient and stay calm under pressure
You enjoy problem-solving and proactively creating innovative solutions to complex problems
You thrive in a high-growth environment. You are highly adaptable to change and will take ownership to get things done
You are excited about working in a company that really focuses on and believes in the importance of feedback
What we're looking for from you
You’ve got a minimum of 2 years of experience leading a Complaints, Compliance or Operations team in an FCA-regulated environment. You excel at coaching those you manage and empowering them to make efficient decisions and achieve their goals
You are comfortable manipulating and interpreting data, doing root cause analysis and sharing your findings in an easily understandable way. Experience working with Looker, SQL knowledge or advanced Excel skills are a plus
You have experience managing relationships with third parties or key stakeholders effectively
Perks of the job
Flexible working : Spend 2-3 days a week 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.
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.
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
Competitive bonus scheme - designed to reward and recognise high performance
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:
A Video screen with one of the Talent Acquisition Team (30mins)
A Technical interview where we will discuss your previous and technical experience with two of our Operations Leads (1 hour)
A Culture stage Interview with a senior member of the business (1 hour)
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.
