Claims Customer Service Executive

Marshmallow’s Mission 🚀

Definitely not a sweet shop.

We're the tech company making insurance more accessible and more affordable for as many people as possible.

We’re proud of our journey so far. We’ve helped hundreds of thousands of customers get fairer cover, all while polishing a 4.6 star Trustpilot score. But we’re just getting started.

Over the next 2 years, we’re planning to help even more people by launching products and services across different sectors and countries 🚀

If you're looking for a challenge, our next chapter is set to be an exciting one 🙌

How we work

We've created a culture of trust which allows us to work autonomously without fear of failure, to challenge decisions, and be heard. It empowers us to drive our own careers and to move at unparalleled speed. And because we're treading new ground, we're all mastering new skills along the way.

Explore our culture handbook to find out more about life at Marshmallow, or read our blog!

The Claims Team

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.

Working in a startup means that you have to be adaptable and excited by the prospect of moving fast.

We are committed to re-imagining the claims experience, and you will play a key role in delivering a best-in-class service for our customers.

Due to the nature of the role, some ‘out of hours’ work will be required. You will work a maximum of 40 hours per week, including evenings and weekends. You will work 1 week of ‘late’ shifts (11am-8pm, Monday - Friday) followed by 2 weeks of normal shifts (9am-6pm). You will also work 1 weekend out of 3, with time off in lieu.

What you'll be doing

• Providing outstanding service when a customer makes a motor claim over the phone with Marshmallow, ensuring their needs are taken care of sensitively and effectively (e.g. liaising with our partners to ensure a seamless customer experience)
• Collecting and recording accurate details from our customers, and asking questions to get a full and clear understanding of the circumstances of the claim
• Verifying and monitoring claims received digitally, and following up with customers to ensure their needs are taken care of
• Comparing/validating information given by customers, and being alert to fraud concerns to ensure only genuine claims are progressed (escalating where necessary to our specialist fraud team)
• Using liability assessment tools and case law to help establish liability
• Proactively spotting patterns in the frustrations or hopes of our customers and third parties, identifying where and how we can change our processes, tools or product to make them happier
• Selling the benefits of using claims services provided by Marshmallow to third party drivers, so we can organise their vehicle repairs and alternative vehicles as necessary
• Using your initiative as well as various tools/databases to locate driver contact details

Due to the nature of the role, some ‘out of hours’ work will be required. You will work a maximum of 40 hours per week, including evenings and weekends. You will work 1 week of ‘late’ shifts (11am-8pm, Monday - Friday) followed by 2 weeks of normal shifts (9am-6pm). You will also work 1 weekend out of 3, with time off in lieu.

Requirements

Who you are

• You are naturally empathetic and can put customers at ease during stressful situations
• You have a polite and welcoming telephone manner
• You are a quick learner and embrace change
• You are organised and can be relied upon to get things done
• You always seek ways to improve our processes

What we're looking for from you

• Excellent written and verbal communication skills
• You will have experience in a customer facing role and know what brilliant customer service looks like
• A solutions-focused mindset who always has the customer best interest at heart
• Desirable: knowledge of motor claims processes
• Desirable: experience dealing with customers that are vulnerable, aggrieved or distressed

Benefits

Perks of the job

• Flexi-office working - Spend around 2 days per month with your team in our new collaborative London office. The rest is up to you! 🏠
• 12 weeks worldwide remote – Work from anywhere in the world for up to 12 weeks a year 🌍
• Work from home budget – Get a personal budget to set up your home office 🖥️
• Learning and training – 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 🤓
• Mental wellbeing support – Access therapy and mental health sessions through Self Space, and sign up for your free subscription to Calm 💚
• Equity – Get options in Marshmallow as part of your offer, and have a real stake in the company’s success 📈
• Private health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches 🏥

Plus all the rest; 33 days holiday (including bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!

Our Process

We break it up into 3 stages:

• Initial call with Lotti Cook, our Talent Acquisition Partner (30 mins)
• A skill-based interview with Louise Devereaux (Team Lead) and another member of the Claims Team (1 hour)
• A culture interview to check that your work style fits our processes and values (1 hour)

We’ll let you know if you’re invited to an interview or not. But, as a small team with a lot of applications to consider, we can’t give personal feedback on each application.

Everyone belongs at Marshmallow

At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias.

We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications.

We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.

Background checks

To meet our regulatory obligations as an FCA-authorised financial services company, we need to do some background checks on all new hires. That means carrying out a DBS check and making sure you don't have any live criminal proceedings. Feel free to ask our Talent Acquisition team if you have any questions about this!