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Join Marshmallow, an innovative insurance company with a mission to serve those overlooked by traditional financial services.
Overview
Salary No salary declared 😔
Location London, UK - Hybrid
Nomad Friendly? 
Expires Expires at anytime
Marshmallow is a forward-thinking insurance company committed to supporting individuals who are often sidelined by traditional financial institutions. We exist to rectify the prevalent inequity in insurance pricing, ensuring individuals who need it the most are given fair treatment.
As a FOS Complaints Handler, your duties will include:
- Maintaining the FOS complaints inbox and responding promptly
- Establishing a professional rapport with FOS investigators and acting as their primary contact
- Managing the entire FOS complaints process from initial complaint to resolution, including data submission, information requests, mediation management, and appeals escalation
To succeed in this role, you should have:
- A proactive work ethic, outstanding time management and organisation skills
- In-depth knowledge of insurance and claims processes
- Proven experience in complaint handling in an FCA-regulated setting
- A deep understanding of DISP and FOS processes, with prior experience managing FOS complaints
With Marshmallow, you'll enjoy a range of benefits such as flexible working, competitive bonuses, generous leave provisions and various social events. You'll also receive support for your mental well-being and continuous learning opportunities.
Our application process is made up of three stages: Video screening with the Talent Acquisition Team, a Technical interview discussing previous and technical experience, and a Cultural interview with a senior business member. Please note that background checks and DBS checks are part of our recruitment process in line with our regulatory obligations as an FCA-authorised company.
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 FOS Complaints Handler, you will monitor and manage the FOS complaints inbox, ensuring all communications are acknowledged and actioned promptly. You will act as the main point of contact between the Complaints Team and FOS investigators, maintaining strong, professional relationships. You will handle FOS complaints from start to finish, including submitting case files, responding to information requests, managing mediations, and escalating appeals where necessary.
Job Requirements We are looking for someone with a bias for action, excellent organisational and time management skills, and a strong understanding of insurance and claims processes. Experience in complaint handling within an FCA-regulated business is essential. A solid understanding of DISP and FOS processes, with experience managing FOS complaints is also required.
Benefits We offer flexible working, a competitive bonus scheme, a flexible benefits budget, sabbatical leave, work from anywhere policy, mental wellbeing support, learning and development opportunities, private health care, a medical cash plan, tech scheme, and 33 days holiday. We also have monthly team socials and company-wide socials every month.
Application Details Our process is broken 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), and a Cultural interview with another senior member of the business (1 hour). 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.
