Marshmallow
About Marshmallow We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. All because the industry hasn't given this huge cohort of people a second's thought, and isn't set up to price them properly.
We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. Since we started, we've helped 100,000s of people get a fairer deal on their car insurance. Using technology, we serve people that are often overlooked by financial services companies, solving important problems for people who need it most.
We know there are millions of marginalised customers out there. And we know that they face unique problems that most companies aren't even aware of. We believe that our future is helping these people by learning about their experiences, and building our company around their needs. And there are strong signs that there's a need for a company like us. Earlier this year we hit profitability, which is a huge milestone, but the most exciting thing is that we're only just getting started.
How we work We're really proud of the culture we've created. We push for progress every day, because we know that we'll only hit big milestones by taking lots of smaller steps. We're always open to helping our team mates, sharing our ideas, experience and knowledge to solve problems together. We take risks, think creatively and experiment relentlessly to meet our customer's needs, and never pass blame when things go wrong. We encourage people at all levels to take ownership of their work, and to be bold in challenging how we do things. Everyone has a voice and the opportunity to make an impact.
And autonomy and ownership are only possible with clear direction. That's why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we're as aligned as possible across functions, most of our work rolls up into four tribes; Acquisition, Retention, Claims and Pricing, Underwriting & Fraud. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.
We're so excited for all of the challenges up ahead, and we need more people to help us tackle them! If life at Marshmallow sounds like it could be for you, explore our culture handbook or read our blog to find out more.
The Complaints Team The Complaints Team exists to ensure we treat customers fairly and protect the company from 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. Our vision is to become so proactive that we would ultimately eliminate the need for customers to complain.
The Head of Complaints will lead a transformational project aimed at optimising our complaints department. This role involves the strategic overhaul of current processes, implementation of best practices, and ensuring compliance with FCA regulations. The successful candidate will be a visionary leader with a proven track record in complaints management, ideally within the insurance sector, and will play a pivotal role in driving change and improving customer satisfaction.
We're looking for a Head of Complaints to lead a transformational project that involves improving our complaints process to meet best practice, set the direction of the team, support our Complaints Handlers through their career progression, and drive root cause analysis.
What you'll be doing
Our process We break it up into 3 stages:
About Marshmallow We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. All because the industry hasn't given this huge cohort of people a second's thought, and isn't set up to price them properly.
We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. Since we started, we've helped 100,000s of people get a fairer deal on their car insurance. Using technology, we serve people that are often overlooked by financial services companies, solving important problems for people who need it most.
We know there are millions of marginalised customers out there. And we know that they face unique problems that most companies aren't even aware of. We believe that our future is helping these people by learning about their experiences, and building our company around their needs. And there are strong signs that there's a need for a company like us. Earlier this year we hit profitability, which is a huge milestone, but the most exciting thing is that we're only just getting started.
How we work We're really proud of the culture we've created. We push for progress every day, because we know that we'll only hit big milestones by taking lots of smaller steps. We're always open to helping our team mates, sharing our ideas, experience and knowledge to solve problems together. We take risks, think creatively and experiment relentlessly to meet our customer's needs, and never pass blame when things go wrong. We encourage people at all levels to take ownership of their work, and to be bold in challenging how we do things. Everyone has a voice and the opportunity to make an impact.
And autonomy and ownership are only possible with clear direction. That's why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we're as aligned as possible across functions, most of our work rolls up into four tribes; Acquisition, Retention, Claims and Pricing, Underwriting & Fraud. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.
We're so excited for all of the challenges up ahead, and we need more people to help us tackle them! If life at Marshmallow sounds like it could be for you, explore our culture handbook or read our blog to find out more.
The Complaints Team The Complaints Team exists to ensure we treat customers fairly and protect the company from 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. Our vision is to become so proactive that we would ultimately eliminate the need for customers to complain.
The Head of Complaints will lead a transformational project aimed at optimising our complaints department. This role involves the strategic overhaul of current processes, implementation of best practices, and ensuring compliance with FCA regulations. The successful candidate will be a visionary leader with a proven track record in complaints management, ideally within the insurance sector, and will play a pivotal role in driving change and improving customer satisfaction.
We're looking for a Head of Complaints to lead a transformational project that involves improving our complaints process to meet best practice, set the direction of the team, support our Complaints Handlers through their career progression, and drive root cause analysis.
What you'll be doing
- Developing and executing a comprehensive strategy for the transformation of the Complaints Department.
- Leading and motivating the team in their day-to-day operations, ensuring we are on track to hit our ambitious KPI targets and they are engaged and driven to be best in class.
- Develop the new complaints management systems, working closely with key stakeholders internally and externally to ensure its swift implementation.
- Evaluating our current complaints handling processes and identifying areas for improvement.
- Implementing streamlined and efficient workflows to enhance the customer complaint journey.
- Utilise data analytics to drive process improvements and decision-making.
- Ensure all complaints handling procedures comply with FCA regulations and industry best practices.
- Working closely with the compliance team to address any regulatory changes or issues.
- Foster a culture of continuous improvement, accountability, and exceptional customer service.
- Design and implement training programs to enhance team skills and knowledge.
- Champion customer-centric initiatives and ensure the voice of the customer is central to all complaints handling processes.
- Implement feedback mechanisms to capture customer insights and drive service improvements.
- Working collaboratively with other departments to present MI and resolve systemic issues affecting customer satisfaction.
- Act as the primary point of contact for senior leadership regarding complaints management and resolution, including presenting data and trends on a regular basis.
- Build and maintain strong relationships with key stakeholders across the firm.
- Provide regular updates to senior management on the progress of the transformational project and departmental performance.
- Training the team to conduct root cause analysis of complaints to identify trends and develop preventative measures.
- You are empathetic and will go that extra mile to ensure our customers are treated fairly.
- You are an experienced manager/Head of, with a proven ability to think strategically but are also able to get deep into the details.
- You are patient and stay calm under pressure.
- You have experience managing a transformational project involving enhancing the department.
- You enjoy problem-solving and proactively creating innovative solutions to complex problems.
- You thrive in a high-growth environment. You are highly adaptable to change and will take ownership to get things done.
- You are excited about working in a company that really focuses on and believes in the importance of feedback.
- You've got a minimum of 6 years of experience leading a Complaints, Compliance or Operations team in an FCA-regulated environment, preferably in the insurance sector.
- You excel at coaching those you manage and empowering them to make efficient decisions and achieve their goals
- Proficiency working with Looker, SQL knowledge and complaints management systems.
- You are comfortable manipulating and interpreting data, doing root cause analysis and sharing your findings in an easily understandable way.
- Strong knowledge of FCA regulations and compliance requirements.
- You have experience handling requests from and maintaining a good relationship with the FOS.
- You have excellent leadership and people management skills.
- You have exceptional analytical and problem-solving abilities.
- Outstanding communication and stakeholder management skills.
- Proficiency in using complaints management systems and data analytics tools.
Perks of the job
- Flexible working - Spend 1 day every fortnight with your team in our new collaborative London office, and own your own working hours. The rest is up to you. If this arrangement doesn't work, don't let it hold you back. We're always open to making reasonable adjustments if this is a barrier to you in any way. Let us know and we'll talk about our options
- Flexible benefits budget - £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things you want. Whether that's subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes
- Learning and development - Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset
- Mental wellbeing support - Access therapy and mental health sessions through Oliva
- Competitive bonus scheme - designed to reward and recognise high performance
- Private health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches
- Medical cash plan - To help you with the costs of dental, optical and physio (plus more!)
- Tech scheme - Get the latest tech for less
Our process We break it up into 3 stages:
- Initial call with a member of our TA team (30 mins)
- A skill-based interview where you will discuss your previous experience with a Lead from the complaints team (1 hour)
- A culture interview to check that your work style fits our processes and values with Corinna Holt, Director of Operations (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.