Customer Happiness Executive 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!
Customer Happiness Team
We're on the frontline, working hard to provide an amazing experience to all our customers! We want to be the most accessible, efficient and knowledgeable customer service team in the insurance industry. There's always more to learn when it comes to supporting customers. So we encourage everyone in Customer Happiness to explore their areas of interest (whether that's Insurance Fraud, Claims, or anything in between!) to help fill in the team's knowledge.
What you'll be doing
Interacting with new and existing customers on a daily basis, solving their queries via live chat and email to provide an all-round great customer experience, keeping TrustPilot score high and meeting individual targets related to quantity, speed, and accuracy
Proactively spotting patterns in the frustrations or hopes of our customers, identifying where and how we can change our processes, tools or product to make them happier
Liaising with third parties (e.g. underwriters, claims handlers, premium finance partner, etc.) to ensure a seamless customer experience
Keeping compliance at the forefront of your mind, making sure that everything we do and say is in accordance with FCA guidelines
Building up expert knowledge of our product, systems, and processes through comprehensive training, and using our internal knowledge base to fill any gaps in your knowledge
After your first few months, you'll have a deeper understanding of our products, tools and processes, as well as what makes great customer service. You'll be encouraged to use this knowledge to make suggestions and take action to improve our ways of working, and help improve the customer experience.
Working as part of a team, you will need to be able to work 2-3 weekend days per month and 1-2 late shifts (5-9pm) per week, as defined by a rota. You will also be required to work occasional bank holidays.
Who you are
You are really passionate about the customer and will go that extra mile to offer them the best service
Working in a fast-paced scale up means that you have to be adaptable and excited by the prospect of moving fast
You enjoy finding solutions to problems you come across rather than waiting on others to do this for you
You enjoy taking complex issues and explaining them in an easy and understandable way
If you don't understand something, you are not afraid to ask. There's no such thing as a silly question!
You're selfless. You enjoy pulling together as a team and supporting your teammates
You're excited about working in a company that really focuses on and believes in the importance of feedback
What we're looking for from you
Previous experience in customer-facing roles is desirable
If you have experience in an online customer support role this is a big plus
Excellent written and verbal communication skills
Perks of the job
Flexible working - Spend at least once a 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 a member of our Talent Acquisition team (30 mins)
A short task (20 mins)
A technical & culture interview with two People from our Operations Team (80 mins)
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.
