Customer Service Specialist

<h3><strong>About Marshmallow</strong></h3><p>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. </p><p>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. </p><p>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.</p><p></p><h3><strong>How we work</strong></h3><p>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. </p><p>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 &amp; Fraud. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.</p><p>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 <a href="https://drive.google.com/file/d/1xiFcZse0BmggroZKrbZ1vZkmzvyNheVW/view?usp=sharing" rel="noopener noreferrer nofollow" target="_blank"><u>culture handbook</u></a> or read our <a href="https://marshmallow.com/blog" rel="noopener noreferrer nofollow" target="_blank"><u>blog</u></a> to find out more.</p><p></p><h3><strong>The Customer Retention Team </strong></h3><p>Exceptional customer care is at the heart of everything we do at Marshmallow, so retaining their loyalty is a key to our future success. The customer retention team's key mission is to ensure that customers love us and stay with us as long as we can provide the best service possible. </p><p>The team speaks to customers at two key lifetime events: policy renewal and when they want to cancel. We are here to problem-solve customers' needs and provide tailored solutions, from negotiating premiums to ensuring the customer has the right level of coverage. This is a growing team which is evolving as our product portfolio expands. The focus of this team is to retain customers &amp; identify any opportunities where we can grow the customer's accounts based on the customer's needs.</p><p>By joining a start-up environment, we expect you’ll be excited about moving fast and adapting to change. And whilst your main focus will be speaking with customers via Live Chat and email, like all roles at Marshmallow, we will encourage you to collaborate with your teammates to find the best solutions and improvements to our processes, setting us up for success.</p><p></p><h3><strong>What you'll be doing</strong></h3><ul><li><p>Being a pivotal touchpoint for customers at policy renewal, speaking to them on live chat to understand their needs.</p></li><li><p>Actively supporting customers to renew their policy or stay with us on the same or a different plan</p></li><li><p>Supporting customers who have requested to cancel, understanding why &amp; providing solutions that help both the customer and Marshmallow. </p></li><li><p>Demonstrating the values of Marshmallow and why we are different, using your exceptional customer service skills to build rapport. </p></li><li><p>Understanding what the next best action for the customer is, be that a new feature, product, or a change in policy requirements.</p></li><li><p>Identifying key trends and patterns in customer behaviour, feeding this back to the business to help drive change.</p></li><li><p>Retaining our customer base, ensuring they stay with us as long as possible.</p></li></ul><p>Due to the nature of the role, ‘out of hours’