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Join Marshmallow as a Senior Complaints Team Leader and shape the future of financial products for global movers
Overview
Salary
No salary declared 😔
Location
London, UK
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Expires
Expires at anytime
About Marshmallow
At Marshmallow, we're all about advancing financial liberty for people who relocate across borders. Having successfully provided car insurance for over a million drivers, we're not done; our vision explores beyond insurance, to financial products tailored for the unique needs of global movers, effectively transforming their lives.
Role Summary
- The Senior Complaints Team Leader will steer both strategic and operational aspects of our complaints department.
- This significant leadership role prioritises complaint resolution, regulatory conformity, and continuous development.
- You will manage intricate complaint investigations, encourage root cause analysis and be the prime liaison for escalated Financial Ombudsman Service cases.
Role Requirements
- Extensive leadership experience in complaints management within a regulated financial services setting.
- Familiarity with FOS case management, including feedback trends, adjudicator communication, and cross-functional case preparation.
- An in-depth knowledge of FCA DISP rules and the larger UK regulatory environment.
- Demonstrated ability to establish and implement root cause analysis frameworks that generate noticeable improvement.
- Strong stakeholder engagement and reporting skills.
- Prior use of complaints management platforms like Salesforce.
- Relevant qualifications in financial services regulation, complaint handling, and root cause analysis.
Application Process Details
- The process begins with a 30-minute video screening followed by a technical interview to assess your experience and technical skills.
- The final stage comprises a cultural interview with another senior member of our team.
About Marshmallow We build financial products that accelerate the economic freedom for people who move across borders. We started with car insurance — insuring over a million drivers — and we’re scaling beyond. Tens of millions of people move countries each year, facing overlooked financial challenges. Our future is in building financial products around their needs to positively impact their lives.
The Role We are looking for a Senior Complaints Team Leader to lead the strategic and operational direction of our complaints function. This is a high-impact leadership role focused on ensuring complaint resolution excellence, regulatory compliance, and continuous improvement. You will oversee complex complaint investigations, drive accountability on root cause analysis, and act as the key liaison for escalated Financial Ombudsman Service (FOS) cases.
Job Requirements Substantial complaints leadership experience in a regulated financial services environment. Direct exposure to FOS case handling, including overturn trends, adjudicator/ombudsman feedback, and cross-functional case preparation. Deep understanding of FCA DISP rules and the broader UK regulatory landscape. Proven ability to design and execute root cause analysis frameworks that lead to tangible improvements. Confident stakeholder engagement and reporting skills (up to C-suite level). Excellent judgement, empathy, and customer advocacy mindset. Experience within insurance / financial services, particularly in motor insurance and claims. Prior use of complaints management platforms (e.g.Salesforce). Qualifications in financial services regulation, complaint handling, and root cause analysis.
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!
Application 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)
