Senior Credit Hire Handler - London, United Kingdom - marshmallow

marshmallow

Verified Company

London, United Kingdom

4 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Our mission:

Definitely not a sweet shop.

We're the tech company making insurance more accessible and more affordable for as many people as possible.

We're proud of our journey so far. We've helped hundreds of thousands of customers get fairer cover, all while polishing a 4.6 star Trustpilot score. But we're just getting started.

Over the next 2 years, we're planning to help even more people by launching products and services across different sectors and countries

If you're looking for a challenge, our next chapter is set to be an exciting one

How we work:

We've created a culture of trust which allows us to work autonomously without fear of failure, to challenge decisions, and be heard.

It empowers us to drive our own careers and to move at unparalleled speed. And because we're treading new ground, we're all mastering new skills along the way.

Explore our culture handbook to find out more about life at Marshmallow, or read our blog

The Claims Team:

This is a chance to work in a high growth tech scaleup by joining as one of the first claims-focused roles at Marshmallow.

Our newly-formed claims operations team will be the first point of contact for customers who have had an accident, and it's our aim to get them back on the road and investigate any subsequent claim as soon as possible.

We are committed to re-imagining the claims experience, and you will play a key role in delivering a best-in-class service for our customers.

Role Description:

What you'll be doing:

Obtaining complex claim details from customers and using your knowledge and case law to determine fault parties
Assisting junior members of the team with more complex technical queries and cases, as well as providing guidance, training and support to aid with their personal development. In addition you will have your own caseload in support of achieving team targets
Actively demonstrating and promoting the importance of delivering a high quality, fair and compliant service to our customers. Ensuring that the team follows our vulnerable customer and data protection standards
Using conversation auditing and feedback to enable your team to continually improve their standard of claims handling and customer service in pursuit of our aim to be industryleading
Proactively identifying challenges, pain points and working with the Team Leads to resolve them
Ensuring you and your team members are on track to effectively meet SLAs and challenging these targets to ensure omptimium output and quality
Assisting with delegation and workload management amongst the team
Contacting Third Party Representatives to confirm if there is any Credit Hire and investigating all available information to mitigate the business risk
Working alongside our suppliers and ensuring they are proactively settling cases in Marshmallows best interest and challenging decisions made where appropriate
Helping to develop and implement new processes
Proactively spotting patterns in the frustrations or expectations of our team and identifying where and how we can change our processes, tools or product
Raising payments within required time frames and ensuring all information is accurate
You'll be able to work off your own initiative and are confident in making datadriven decisions

Who you are:

You're someone who enjoys the challenge of understanding complex situations and making sense of them
Naturally empathetic, you know how important it is to deliver exceptional customer service
You have a great eye for detail.
You can make decisions quickly and know when to refer for a second opinion.
You are a quick learner and embrace change
You are a selfstarter who likes to take ownership but is also able to thrive in a team while ensuring quality output
You always seek ways to improve processes.
You're able to see the bigger picture and support any aspect of the team to achieve our larger goals

What we're looking for from you:

5 years relevant experience in the motor claims space, across multiple third party functions
You've seen first hand what it's like to be part of a fastgrowing team and are open to the challenge of developing new teams in a new and exciting team
Experience helping others to deliver in their role, and a desire to further develop your skills in training, coaching and process improvement
Desirable skills would include supporting performance management in line with KPIs and SLAs

Perks of the job:

Flexioffice working
Spend a couple of days per month collaborating with your team in the office (or more if you like). The rest is up to you
12 weeks worldwide remote Work from anywhere in the world for up to 12 weeks a year
Work from home budget
Get a personal budget to set up your home office

Learning and training