Complaints Root Cause Analyst, Marshmallow
+ Bonus scheme
1-2 days a week in office (66 City Road, London)
We’re building a huge technology company that helps make moving country easier.
Job no longer available
We’re building a huge technology company that helps make moving country easier.
501-1000 employees
Job no longer available
+ Bonus scheme
1-2 days a week in office (66 City Road, London)
501-1000 employees
Company mission
To back those who find themselves on a different path, either by choice or by circumstance, helping the exceptions to the rules that others aren’t interested in serving.
Role
Who you are
- Experience: 2+ years of experience in complaint root cause analysis and knowledge of the formal complaints process. Preferably within the insurance or financial services industry
- Proficient in identifying root causes, with strong analytical abilities to interpret data, identify trends, and recommend actionable insights
- Competent in using Excel and data visualisation tools, SQL experience is beneficial but not essential
- Experience utilising root cause methodologies to drive continuous improvement
- Comfortable in working with both qualitative and quantitative data
- Influencing Skills: Adept at using powerful insights to drive change engaging with the right stakeholders across the business making a compelling case for action
- Attention to detail: You have a strong attention to detail, ensuring accuracy and clarity in all reports
- Data Analysis: Ability to understand and interpret complex data sets, both at a macro and micro level. Knowledge of advanced analytical data tools and techniques
- Problem-Solving Mindset: Proven ability to identify systemic issues and work with teams to implement solutions that enhance the customer experience
- You enjoy working in a high-growth environment and are highly adaptable to change
- You are able to collaborate with all levels of stakeholders and navigate conflicting priorities and dependencies to achieve positive results
What the job involves
- The Complaints Team exists to ensure we treat customers fairly, and protect the company from a regulatory, financial and reputational risk
- An important part of our role is also to drive continuous improvement, by looking out for trends in the complaints we receive, and working with other teams to strengthen their processes
- The Complaints Team became its own function in November 2021, and we’re very eager to improve our own processes as well to make sure we become as efficient as possible, and provide an amazing service to our customers
- Our team members each have areas of expertise, and are focused on responding to Customer Operations, Fraud prevention, Underwriting or Claims-related complaints
- Conducting root cause analysis for recurring complaint issues, finding and reporting the true root cause of the complaint
- Suggesting improvements to reduce complaint volumes based on your insights
- Keeping up to date on all operational processes to ensure recommendations are accurate and achievable
- Preparing and presenting detailed reports that highlight key complaint drivers, insights from root cause analyses, and recommended actions
- Working closely with other departments to enhance processes and reduce customer complaints
- Influencing stakeholders to drive positive change across Marshmallow based on your insights and findings
- Holding stakeholders across Marshmallow accountable to agreed actions
- Tracking the impact of complaint mitigation actions, analysing the effectiveness of change
Application process
- Initial call with Sophie Tucker, Talent Acquisition Partner (30 mins)
- A skill-based take-home task (30 mins)
- A Technical interview where we will discuss your previous and technical experience with our Head of Complaints and Complaints Team Leader. (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
Salary benchmarks
Our take
For many ordinary people, insurance can be inaccessibly expensive. Marshmallow solves this problem by using data and technology to offer fairer coverage for car and van owners.
Car insurers generally quote drivers according to population data, and many drivers are overcharged due to age and demographics. By leveraging data and proprietary technology, Marshmallow can offer more accurate and personalised quotes delivered in minutes, meaning lower fees for drivers. Naturally, this approach has proven popular, with Marshmallow garnering impressive reviews and accolades since it first launched.
The insurtech space is becoming increasingly competitive, and more and more tech companies are moving into the car insurance space, so the company is currently looking to expand into other insurance areas. Marshmallow’s unicorn status and doubling of profit since 2023 are clear indicators of the company’s ongoing success and scalability, and will help to facilitate this diversification.
For now, the company is focused on helping those outside the norm, such as those who have uprooted their lives and moved to the UK. But in the future, it hopes to expand to any group of people who are unfairly marginalised and whose problems Marshmallow is uniquely positioned to solve.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Open and honest communication
"At Marshmallow information is 'over-shared' and this starts from the CEOs and continues through the organisation. People across the business are..."
Funding (last 2 of 5 rounds)
Apr 2025
$45m
LATE VC
Sep 2021
$83m
SERIES B
Total funding: $163.2m
Company benefits
- Flexible working - Manage your own time flexibly. Just make sure your team is happy too.
- Ben benefits - Get your hands on your flexible benefits budget with the Ben Mastercard and spend it wherever you want.
- Competitive bonus scheme - designed to reward and recognise high performance 🌟
- Private healthcare - We want to support everyone’s wellbeing at Marshmallow, which is why we offer private healthcare insurance with Vitality.

- Cycle to work scheme - We’re registered under the Cycle-to-Work scheme, so you can buy a new bike tax-free. Lycra shorts optional.
- Mental wellbeing - We have partnered with Oliva to offer mental health support and make therapy sessions more accessible.
- Learning and training - Personal budgets for books and training courses to help you grow in your role. Weekly book clubs and learning sessions. Plus 2 days a year - on us! - to further your skillset.
- Company socials - We give all of our teams monthly budgets to get to know each other better outside of work. Plus we have company-wide socials every two weeks, themed parties, and more.
Company values
- We are relentless
- We are bold
- We are challenging
- We have no ego
Company HQ
Old Street, London, UK
Articles
Leadership
Oliver Kent-Braham
(Co-CEO)Previously worked in Growth & Partnerships at Yoti and Leveraged Finance at Investec. Previously founded Reel Money.
Alexander Kent-Braham
(Co-CEO)Previously worked in Product at Yoti. Also co-founded Reel Money and was an Analyst at hedge fund QCM.
People progressing
Joined as Software Engineer, being promoted to Technical Team Lead after 10 months and now Staff Engineer.
Diversity, Equity & Inclusion at Marshmallow
- To solve big problems, we need exceptional people from all walks of life. We're creating a culture where everyone feels empowered to bring their unique perspectives and boldest ideas to the table. Belonging - As a community, we foster an environment where everyone feels supported and safe to bring their authentic self to work. Recognition - We recognise and celebrate the differences in our experiences, understanding that our unique contributions help us collectively deliver our best work. Influence - We’re empowered to share our voice and have influence. We value diversity of thought, knowing we are better through our collective perspectives and experiences.
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