Complaints Handler, Marshmallow
Claims Focus
1-3 days a week in office
Accessible, tech-enabled insurance for those who step outside the norm
Open for applications
Accessible, tech-enabled insurance for those who step outside the norm
501-1000 employees
Open for applications
1-3 days a week in office
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
- You are empathetic and will go that extra mile to ensure our customers are treated fairly
- Working in a startup means that you have to be adaptable and excited by the prospect of moving fast
- You enjoy proactively finding solutions to problems you come across and improving processes rather than waiting on others to do this for you
- You enjoy taking complex issues and explaining them in an easy and understandable way
- 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
- You have a great attention to detail
- Excellent written and verbal communication skills are a must
- Complaints handling experience in an FCA regulated company would be ideal
- Experience de-escalating tricky customer situations in an online Customer Support environment will also be considered
- Knowledge of insurance fraud and fraud prevention is a plus
What the job involves
- You will effectively manage your own case load, inboxes, and additional responsibilities where applicable, supporting teammates with their workload wherever possible to maximise the team's efficiency
- Independently investigating and documenting complaints to ensure the customer was treated fairly, and coming to a fair outcome based on all evidence acquired
- Specialising in dealing with our claims and underwriting related complaints
- Writing Final Responses to clearly explain to the customer what has happened and how we have come to a decision based on our investigation
- Comfortably communicate with the customer throughout the complaints process via email, live chat or telephone, as well as politely and calmly dealing with challenging customers
- You will provide feedback to other parts of the business & work with them to improve our product and processes, and fix any issues highlighted by complaints
- You will develop and maintain a comprehensive understanding of our operational and claims processes
- You consistently go above and beyond to provide the best customer service, this is supported by meeting/exceeding agreed Quality Assurance targets
Application process
- Initial call with a member of our Talent Acquisition team (30 mins)
- A skill-based interview where you will discuss your previous experience with our Complaints Team Lead and Complaints Team Coach (1 hour)
- A culture interview to check that your work style fits our processes and values (1 hour)
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
Few candidates hear
back within 2 weeks
50% female employees
27% employee growth in 12 months
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 4 rounds)
Sep 2021
$83m
SERIES B
Nov 2020
$30m
SERIES A
Total funding: $118.2m
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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