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Complaints Specialist - London, United Kingdom - marshmallow

marshmallow

Verified Company

London, United Kingdom

1 month 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 being rated excellent on Trustpilot. 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

We're looking for someone who is immediately available and can commit to an initial 8 week period.

The Complaints Team

Providing an amazing customer experience requires a lot of work and we're the ones that are here to put things right when they go wrong.

We are constantly trying to make our internal processes better, whilst providing an excellent customer experience.

Our complaints team is in its infancy, but is growing and we're looking for you to come on this journey with us.

We're looking for a Senior Complaints Specialist to bring a wealth of complaints handling expertise to enable us to better handle our most complex of complaints.

Explore our culture handbook to find out more about life at Marshmallow.

What you'll be doing

Managing and resolving more complex and/ or escalated motor claims complaints. Turning those challenging situations into positive ones
Collating clear and concise case files for the Financial Ombudsman Service (FOS)
Building relationships with third parties (FOS, claims partners, underwriters, etc) to ensure best possible outcomes for both our customer and us as a business
Keeping compliance at the forefront of your mind and ensuring that everything you do is in accordance with FCA guidelines
Identifying and reporting trends back to various areas of the business
Contributing to the development and enhancement of policies and procedures
Supporting coaching within the complaints team

You will work closely with our customers, internal and external stakeholders, as well as the Financial Ombudsman Service (FOS).

With your goal being to investigate and resolve issues in a timely and satisfactory manner and providing a feedback loop to ensure the same mistakes aren't made twice.

You'll be providing primary support for complex/ escalated motor claims complaints.

Who you are

You are really passionate about doing what's right and getting the bottom of issues, leaving no stone unturned
You're able to build solid working relationships and challenge in a constructive manner
You need to be adaptable. Working in a fastpaced scale up means that you have to be able to move fast and keep up with ever changing priorities
You enjoy problem solving and thinking creatively to overcome challenges that our customers may face
You're able to take complex issues and explain them in an easily 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

What we're looking for from you

2 years+ experience of dealing with motor insurance claims and/ or complaints in the and have a good understanding of the working relationship that businesses have with the FOS.
Strong communication and problem solving skills
Ability to work well under pressure and manage multiple tasks simultaneously.
Familiar with the FCA handbook.

Our process

We break it up into 3 stages:

Initial call with a member of our TA team mins)
A skillbased interview where you will discuss your previous experience with the complaints team lead (1 hour)

Everyone belongs at Marshmallow:

At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission.

To do that, we're committed to hiring without judgement, prejudice or bias.

We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.