Complaints Handler

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 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.

Job requirements Experience in complaint handling within an FCA-regulated business is essential. A strong understanding of insurance and claims processes would be advantageous. Proven ability to deal with difficult or unhappy customers, resolving issues with professionalism and empathy. Comfortable keeping customers informed and managing their expectations through clear and straightforward communication, whether over email, live chat, or phone. Strong attention to detail, making sure all investigations and written responses are accurate and easy to understand. A bias for action, working at pace to deliver quality outcomes that meet the needs of customers and the business.

Benefits Flexible working - Spend one day every two weeks with your team in our collaborative London office. Competitive bonus scheme - designed to reward and recognise high performance. 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. Sabbatical Leave - Get a 4-week fully paid sabbatical after being with us for 4 years. Work From Anywhere - 4 weeks work from anywhere to use, with no need to come to the office. 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, pension, cycle to work scheme, monthly team socials and company-wide socials every month!