Customer Happiness Executive (L)

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!

Customer Happiness Team

We're on the frontline, working hard to provide an amazing experience to all our customers! We want to be the most accessible, efficient and knowledgeable customer service team in the insurance industry. There's always more to learn when it comes to supporting customers. So we encourage everyone in Customer Happiness to explore their areas of interest (whether that's Insurance Fraud, Claims, or anything in between!) to help fill in the team's knowledge.

What you'll be doing

• Interacting with new and existing customers on a daily basis, solving their queries via live chat and email to provide an all-round great customer experience, keeping TrustPilot score high and meeting individual targets related to quantity, speed, and accuracy
• Proactively spotting patterns in the frustrations or hopes of our customers, identifying where and how we can change our processes, tools or product to make them happier
• Liaising with third parties (e.g. underwriters, claims handlers, premium finance partner, etc.) to ensure a seamless customer experience
• Keeping compliance at the forefront of your mind, making sure that everything we do and say is in accordance with FCA guidelines
• Building up expert knowledge of our product, systems, and processes through comprehensive training, and using our internal knowledge base to fill any gaps in your knowledge
  

After your first few months, once you have a deeper understanding of what great Customer Happiness looks like, you'll have opportunities to work on different projects. You can have your own Focus Area, which involves being the team's 'expert' on that particular area.

Working as part of a team, you will need to be able to work 2-3 weekend days per month and 1-2 late shifts (5-9pm) per week, as defined by a rota. You will also be required to work occasional bank holidays.

Requirements

Who you are

• You are really passionate about the customer and will go that extra mile to offer them the best service
• Working in a fast-paced scale up means that you have to be adaptable and excited by the prospect of moving fast
• You enjoy finding solutions to problems you come across rather than waiting on others to do this for you
• You enjoy taking complex issues and explaining them in an easy and understandable way
• If you don't understand something, you are not afraid to ask. There's no such thing as a silly question!
• You're selfless. You enjoy pulling together as a team and supporting your teammates
• You're excited about working in a company that really focuses on and believes in the importance of feedback
  

What we're looking for from you

• Previous experience in customer-facing roles is desirable
• If you have experience in an online customer support role this is a big plus
• Excellent written and verbal communication skills

Benefits

Perks of the job

• Competitive salary 💵
• Stock options 👩‍👩‍👦‍👦
• 33 day holiday allowance (inc bank holidays) 🏖️
• Pension 👵🏽
• Health insurance 🏥
• Therapy through Self Space 💚
• Cycle to work scheme 🚲
• Learning and training 📚
• Budget to help you set up working from home 🕑
  

Our process

We break it up into 3 stages:

• Initial call with Charlotte Walters our Talent Acquisition Lead (30 mins)
• A technical interview with two People from our Operations Team (1 hour )
• A culture interview with Chris Sampson - VP of Operations 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 individual 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.