Return to jobs 
Make a difference with Marshmallow, an innovative insurer dedicated to treating customers fairly and supporting overlooked communities
Overview
Salary No salary declared 😔
Location London, UK - Hybrid
Nomad Friendly? 
Expires Expires at anytime
About Marshmallow
To serve those often overlooked by financial services companies, Marshmallow puts fairness at the forefront of their business. This innovative insurer began as a response to bias in insurance pricing for people relocating to the UK and it continues to solve important problems for underserved customers.
Role Summary
- Manage your own case load and independently investigate and document complaints
- Write clear and concise Final Responses explaining the findings of investigation
- Maintain communication with customers throughout the complaints process
- Handle challenging situations and customers with calm and courtesy
Role Requirements
- Proven skills in resolving customer complaints with professionalism and empathy
- Excellent communication skills
- Strong attention to detail
- Ability to work quickly and deliver quality outcomes
- Prior experience in handling complaints within an FCA-regulated business
- Understanding of insurance and claims processes (preferred but not essential)
Benefits
- Flexible working and work from anywhere policy
- Competitive bonus scheme and flexible benefits budget
- Sabbatical leave, mental well-being support, learning and development opportunities
- Private health care, medical cash plan, tech scheme
- 33 days holiday, pension and cycle to work scheme
- Regular team and company-wide socials
Application Process Details
- Video screen with one of the Talent Acquisition Team (30 mins)
- Technical interview to discuss your previous and technical experience with the Complaints Lead and Head of Complaints (1 hr)
- Cultural interview with another senior member of the business (1 hr)
About Marshmallow We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. We serve people that are often overlooked by financial services companies, solving important problems for people who need it most.
The role As a Claims Complaint Handler, you will be effectively managing your own case load, independently investigating and documenting complaints to ensure the customer was treated fairly. You will be writing Final Responses to clearly explain to the customer what has happened and how we have come to a decision based on our investigation. You will be communicating with the customer throughout the complaints process via email, live chat or telephone, as well as politely and calmly dealing with challenging customers.
Job requirements 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. Experience in complaint handling within an FCA-regulated business is essential. A strong understanding of insurance and claims processes would be advantageous.
Benefits Flexible working, competitive bonus scheme, flexible benefits budget, sabbatical leave, work from anywhere, mental wellbeing support, learning and development, private health care, medical cash plan, tech scheme, 33 days holiday, pension, cycle to work scheme, monthly team socials and company-wide socials every month!
Applications details We break it up into 3 stages: A Video screen with one of of Talent Acquisition Team (30 mins), A Technical interview where we will discuss your previous and technical experience with the Complaints Lead and Head of Complaints. (1 hour), A Cultural interview with another senior member of the business (1 hour).
