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Join Marshmallow in making migration easy by leading our complaints team as we transform the way we work and serve our customers.
Overview
Salary
No salary declared 😔
Location
London, UK - Hybrid
Nomad Friendly?
Expires
Expires at anytime
Visa
Visa sponsor - UK
Marshmallow is on a mission to simplify migration. The thrill of working at Marshmallow comes from our culture of continuous growth and relentless pursuit of solutions. This opportunity offers you a chance to be on the frontline of effecting change. For this role, you will be part of the dynamic Complaints team which is responsible for dealing with our esteemed customers whenever they have an issue. We place a lot of emphasis on learning from such incidents to improve our overall operation.
Role Summary:
- Lead the complete complaints operation
- Oversee investigations and FOS-related activities through your team leaders and function
- Drive operational performance across your department, promoting efficiency and quality
- Use complaints feedback to influence and reduce complaints in the future
- Implement new processes, balancing customer, commercial and regulatory factors
- Play a key role in implementing AI tooling and new methods to automate and streamline our processes
- Support and develop your teams during the transformation process.
Role Requirements:
- Strong operational mindset
- Ability to provide clarity in a regulated environment
- Readiness to partner with various stakeholders to improve our processes
- Familiarity with procedural improvements and AI implementation
Application Process Details:
- The process includes an initial call, past experience interview, case study interview, and culture interview
- We are committed to maintaining a safe and trustworthy environment and hence, we will conduct background checks, including a DBS and a Cifas check.
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 Our Complaints team plays a critical role in helping Marshmallow deliver fair, effective and well-governed customer outcomes. When something has gone wrong, this team is responsible for investigating issues thoroughly, resolving complaints in line with regulatory expectations, and using what we learn to improve how the wider business operates. Complaints is one of the clearest signals of where customer experience, operational performance and product design intersect. We’re looking for someone who can lead this function with a strong operational mindset, bring clarity in a regulated environment, and work across the business to reduce complaint volumes and improve outcomes over time.
Job requirements You will lead the end-to-end complaints operation, overseeing complaint handling across investigation and FOS-related workstreams through your team leaders and wider function. Drive operational performance across the department, improving efficiency, quality and consistency while maintaining strong regulatory standards. Use complaints insight to influence the wider business, partnering with product, operations and other stakeholders to address root causes and reduce complaints at source. Shape and improve complaints processes and procedures, balancing customer, commercial and regulatory considerations in how the function operates. Play a leading role in complaints transformation, including the implementation of AI tooling and new ways of working to automate and streamline processes. Support and develop your teams, building engagement, accountability and strong delivery in a function going through change.
Benefits Flexible working: Spend two days a week with your team in our collaborative London office, and own your own working hours. Competitive bonus scheme, flexible benefits budget, mental wellbeing support, learning and development opportunities, private health care, medical cash plan, and tech scheme.
Additional Information We are able to offer visa sponsorship for this position. Our recruitment process includes an initial call, past experience interview, case study interview, and culture interview. Background checks, including a DBS and a Cifas check, are part of our commitment to maintaining a safe and trustworthy environment.
