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Head of Complaints



Posted 2 weeks ago


Lead the Customer Experience Revolution as Head of Complaints at Marshmallow, an Innovator in Fair Insurance


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No salary declared 😔

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London, UK

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At Marshmallow, our mission is to revolutionize the insurance industry by offering fair prices and exceptional support to the UK's international movers. We're a tech-forward company that prides itself on inclusivity and continual innovation, creating solutions that make a real difference in our customers' lives. Join us and be part of a culture that values progress, creativity, and relentless experimentation in the pursuit of excellence.

  • Organization summary: Join Marshmallow, a dynamic company reshaping the insurance sector with cutting-edge technology and a commitment to fairness and customer service.
  • Role Summary:
    • Lead a major transformation project to optimize the complaints department
    • Strategically revamp processes and implement industry best practices
    • Ensure compliance with FCA regulations
    • Guide and inspire the complaints team in daily operations
    • Develop cutting-edge complaints management systems
    • Design training programs to bolster team expertise
  • Role Requirements:
    • Minimum of 6 years in a leadership role within Complaints, Compliance, or Operations in an FCA-regulated environment, insurance sector preferred
    • Extensive knowledge of FCA regulations and compliance
    • Proven leadership and team management skills
    • Experience with complaints management systems and data analytics tools
  • Application Process Details:
    • Initial call with our Talent Acquisition team
    • Skill-based interview
    • Culture fit interview

Marshmallow is a company that was founded with the mission to provide fair insurance prices for people who move to the UK. We use technology to serve people that are often overlooked by financial services companies, solving important problems for people who need it most. We are proud of the culture we’ve created, where we push for progress every day, take risks, think creatively and experiment relentlessly to meet our customer’s needs.

The Complaints Team exists to ensure we treat customers fairly and protect the company from regulatory, financial and reputational risk. We aim to drive continuous improvement by looking out for trends in the complaints we receive and working with other teams to strengthen their processes. The Head of Complaints will lead a transformational project aimed at optimising our complaints department. This role involves the strategic overhaul of current processes, implementation of best practices, and ensuring compliance with FCA regulations.

As the Head of Complaints, you will be responsible for developing and executing a comprehensive strategy for the transformation of the Complaints Department, leading and motivating the team in their day-to-day operations, developing the new complaints management systems, and ensuring all complaints handling procedures comply with FCA regulations and industry best practices. You will also design and implement training programs to enhance team skills and knowledge.

We are looking for someone with a minimum of 6 years of experience leading a Complaints, Compliance or Operations team in an FCA-regulated environment, preferably in the insurance sector. You should have strong knowledge of FCA regulations and compliance requirements, excellent leadership and people management skills, and proficiency in using complaints management systems and data analytics tools.

We offer flexible working arrangements, a flexible benefits budget, personal budgets for books and training courses, mental wellbeing support, a competitive bonus scheme, private health care, a medical cash plan, and a tech scheme. We also have a three-stage interview process, which includes an initial call with a member of our TA team, a skill-based interview, and a culture interview.


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