Customer Service Agent, Marshmallow
Temporary Contract (3 months)
£24-26k
Performance Based Bonus
1 day a week in office (Old Street, London)
Accessible, tech-enabled insurance for those who step outside the norm
Job no longer available
Accessible, tech-enabled insurance for those who step outside the norm
501-1000 employees
Job no longer available
£24-26k
Performance Based Bonus
1 day a week in office (Old Street, 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
- Desire to join the insurance industry and build knowledge around the claims function
- 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 taking complex issues and explaining them in an easy and understandable way
- A self starter who can take ownership of their workload
- 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
- No insurance experience is required
- 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
- A desire to grow your own claims-handling ability whilst helping others to improve their own skills and decision-making
What the job involves
- This is a temporary opportunity (3 months) and we are looking for people who are available to start on Monday 8th April
- The working hours for this role are Monday - Friday, 9am - 6pm (40 hour working week)
- This role will be an integral part of the growth of the Claims Operations team over the coming years, and will contribute towards building our knowledge base and improving our claims handling capability
- Interacting with existing customers who have made a motor claim, solving their queries via live chat and email to provide an all-round great customer experience, keeping our TrustPilot score high and meeting individual targets related to quantity and quality
- Liaising with our policyholders and external partners to ensure a seamless customer experience; using various communication channels to keep all parties updated throughout the process
- Managing your own caseload in an organised and efficient manner
- Ensuring all claims in your caseload contain accurate and complete information Maintaining accurate reserves and diaries to reduce the risk of leakage
- Making accurate liability and indemnity assessments to ensure claims are directed down the correct path. Where appropriate, flagging third-party intervention opportunities to the Intervention Team
- Proactively spotting patterns in the frustrations or hopes of our customers, identifying where and how we can change our processes, tools or product to improve our ways of working and improve the customer experience
- Supporting other team members with more complex and escalated scenarios, and monitor activity across the team to look for areas of opportunity or risk
Application process
- Initial call with one of our Talent Acquisition team (20 mins)
- A short task
- A technical & culture interview with two People from our Operations Team (45 mins)
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 quotes drivers according to population data, and many drivers are overcharged due to age and demographic. 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 is a clear indicator 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 and choose where to work from (in the office, at home, or a little bit of both). 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 have a bias for action - We carry urgency into our every day, knowing that only by making daily progress can we drive long-term growth
- We are challenging and honest - We optimise for truth and progress, which requires us to never shy away from difficult conversations with each other
- We take ownership - We take on challenges, and put our hands up when things go wrong
- We are selfless - We work hard, together and without ego
- We are bold - To serve our customers best, we experiment relentlessly, make tough decisions and go where others won’t
- We simplify for success- We don’t overcomplicate or try to be too clever. Less is more
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.
David Goaté
(Chief Architect)Previously Software Architect at Yoti, also worked as a software engineer at Homeseller, Cognitran and IG.
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.
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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