Customer Happiness Senior Team Lead

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.

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 Operations to explore their areas of interest (whether that's Insurance Fraud, Claims, or anything in between!) to help fill in the team's knowledge.

We are looking for someone with proven leadership skills who will relish the challenge of working with leaders from across Marshmallow to strengthen and scale our Customer Operations function, setting us up for future growth.

What you’ll be doing

• You are adaptable and excited by the prospect of moving fast;

• You’ll be collaborating with various internal and external stakeholders to set us up for success;

• You’ll have to build strong working relationships to ensure that together with our stakeholders and partners we deliver excellent customer service;

• You’ll be directly managing Team leaders and occasionally other senior individuals across the team. You’ll be responsible to manage and coach them, and to support them in the development of their knowledge and skills;

• Contributing to strategic goal setting before initiating and overseeing changes that benefit our customers, teammates and the company;

• Reviewing processes and recommending changes to help us scale more efficiently than ever before;

• You’ll be responsible for the monthly SLAs to be met by your team;

• You are running frequent 121 sessions with your reports (frequency is dependant on length of employment, status of the performance, any ad-hoc issues to be addressed etc.);

• You’ll have to present to senior leadership and to a wider customer operations teams;

• You’ll be responsible to define headcount requirement by working together with our stakeholders on longterm volume forecasting;

• You’ll lead the hiring activities together with our Talent acquisition team;