Customer Support Specialist-Customer complaints

About Marshmallow

We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. All because the industry hasn’t given this huge cohort of people a second’s thought, and isn’t set up to price them properly. 

We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. Since we started, we’ve helped 100,000s of people get a fairer deal on their car insurance. Using technology, we serve people that are often overlooked by financial services companies, solving important problems for people who need it most. 

We know there are millions of marginalised customers out there. And we know that they face unique problems that most companies aren’t even aware of. We believe that our future is helping these people by learning about their experiences, and building our company around their needs. And there are strong signs that there’s a need for a company like us. Earlier this year we hit profitability, which is a huge milestone, but the most exciting thing is that we’re only just getting started.

How we work

We’re really proud of the culture we’ve created. We push for progress every day, because we know that we’ll only hit big milestones by taking lots of smaller steps. We’re always open to helping our team mates, sharing our ideas, experience and knowledge to solve problems together. We take risks, think creatively and experiment relentlessly to meet our customer’s needs, and never pass blame when things go wrong. We encourage people at all levels to take ownership of their work, and to be bold in challenging how we do things. Everyone has a voice and the opportunity to make an impact. 

And autonomy and ownership are only possible with clear direction. That’s why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we’re as aligned as possible across functions, most of our work rolls up into four tribes; Acquisition, Retention, Claims and Pricing, Underwriting & Fraud. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.

We’re so excited for all of the challenges up ahead, and we need more people to help us tackle them! If life at Marshmallow sounds like it could be for you, explore our culture handbook or read our blog to find out more.

Complaints Team

The Complaints Team exists to ensure we treat customers fairly, and protect the company from a 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 or Claims-related complaints.

What you'll be doing

• Investigating complaints to ensure the customer was treated fairly

• Writing Final Responses and interacting with the customer throughout the complaints process

• Providing regular feedback to other parts of the business & working with them to improve our product and processes, and fix any issues highlighted by complaints

• Reviewing peer complaints and providing feedback to ensure we’re aligned in our conclusions and help each other improve the quality of our responses

• Developing and maintaining a good understanding of our operational and claims processes

Who you are

• You are empathetic and will go that extra mile to ensure our customers are treated fairly.

• Working in a startup means that you have to be adaptable and excited by the prospect of moving fast.

• You enjoy proactively finding solutions to problems you come across and improving processes rather than waiting on others to do this for you.

• You enjoy taking complex issues and explaining them in an easy and 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 re