About Marshmallow We exist to make migration easy. A systemic problem of this magnitude requires a team of curious thinkers who relentlessly pursue solutions. Those who constantly challenge the why, dismantle assumptions, and always take action to build a better way. A Marshmallow career is built on a cycle of continuous growth, with learning at its core. You will be challenged to raise the bar on your capabilities and supported with the right tools and guidance to do so. This ensures you can deliver impactful work and drive change. If life at Marshmallow sounds like it could be for you, explore our Culture Handbook to find out more. Move our mission, and your career, forward.

The Role We believe that the claims experience can be so much better in the insurance industry! So, our mission is to deliver the most delightful and efficient claims experience to our customers. We're looking for a Claims Team Lead to be responsible for managing the day-to-day operations of a growing team of executives, developing our case handling function and focusing on owning our customer journey. We are looking for someone with proven leadership skills, who will relish the challenge of working with our Head of Claims to onboard, train and coach members of our growing in-house claims team. Working in a startup means that you have to be adaptable and are excited by the prospect of moving fast. This is an opportunity to collaborate with engineers, product managers, designers, underwriters and our operations team to set us up for success. Building strong working relationships is important, to ensure that together with our partners we deliver excellent customer service 24/7, 365 days a year.

Job Requirements Proven experience managing and coaching a team in a customer-facing, contact centre or insurance environment. Strong background in motor claims insurance (from FNOL through to first party claim settlement), including liability assessment, reserving and payment processes. Understanding of how multi-channel customer contact (Live Chat, telephony, messaging, email) can be best managed and optimised. Demonstrated ability to deliver results against KPIs/OKRs and use data and insights to drive improvement. A track record of embedding and role-modelling values such as: Future Obsessed, Raise the Bar, Brave, Cultural Icon.

Benefits Flexible working: Spend 1 day per fortnight with your team in our new collaborative London office, and own your own working hours. The rest is up to you. Competitive bonus scheme, 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. 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!