Senior Complaints Specialist 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
Providing an amazing customer experience requires a lot of work and we're the ones that are here to put things right when they go wrong. We are constantly trying to make our internal processes better, whilst providing an excellent customer experience. Our complaints team is in its infancy, but is growing and we’re looking for you to come on this journey with us.
We’re looking for a Senior Complaints Specialist to bring a wealth of complaints handling expertise to enable us to better handle our most complex of complaints.
Explore our culture handbook to find out more about life at Marshmallow.
What you’ll be doing
Managing and resolving more complex and/ or escalated motor claims complaints. Turning those challenging situations into positive ones.
Collating clear and concise case files for the Financial Ombudsman Service (FOS).
Building relationships with third parties (FOS, claims partners, underwriters, etc) to ensure best possible outcomes for both our customer and us as a business.
Keeping compliance at the forefront of your mind and ensuring that everything you do is in accordance with FCA guidelines.
Identifying and reporting trends back to various areas of the business.
Contributing to the development and enhancement of policies and procedures.
Supporting coaching within the complaints team.
You will work closely with our customers, internal and external stakeholders, as well as the Financial Ombudsman Service (FOS). With your goal being to investigate and resolve issues in a timely and satisfactory manner and providing a feedback loop to ensure the same mistakes aren’t made twice.Within the first few months you’ll be providing primary support for complex/ escalated motor claims complaints. Then, throughout 2023, as the team evolves, will become increasingly involved in coaching the complaints team and becoming the go-to person in the claims complaints space.Working as part of a small team and given the nature of the role, it is critical that you are able to work from our brand new office at least one day per week.
Who you are
You are really passionate about doing what's right and getting the bottom of issues, leaving no stone unturned.
You’re able to build solid working relationships and challenge in a constructive manner.
You need to be adaptable. Working in a fast–paced scale up means that you have to be able to move fast and keep up with ever changing priorities.
You enjoy problem solving and thinking creatively to overcome challenges that our customers may face.
You’re able to take complex issues and explain them in an easily understandable way.
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
2 years+ experience of dealing with motor insurance claims and/ or complaints in the and have a good understanding of the working relationship that businesses have with the FOS.
Strong communication and problem solving skills
Ability to work well under pressure and manage multiple tasks simultaneously.
Familiar with the FCA handbook.
Perks of the job
Flexible working - Spend 1 day every 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
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
Bonus
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 TA team (30 mins)
A skill-based interview where you will discuss your previous experience with Greg Burke from the complaints 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 personal feedback on each application.
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.
