Retention Operations Executive - London, United Kingdom - marshmallow

marshmallow

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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 Customer Retention Team:

Providing customers with exceptional care is at the heart of everything we do at Marshmallow, so retaining their loyalty is a key driver in the future of our success.

The Customer Retention Team is here to understand our customers' needs; ultimately acting as the bridge between customer expectations and our commercial goals.

This is a growing team which is evolving as our product portfolio expands.

The focus of this team is based around renewals and cancellations, but will progress into other aspects of the customer journey too such as mid term changes and cross product sales.

What you'll be doing:

Speaking with customers via Live Chat whose policies are due to expire, to make changes or if they are considering cancelling their policies
Exploring whether the customer would like to renew for another year or find insurance with another provider
Actively guiding and influencing customers to renew their policy or stay with us on the same or a different plan
Promoting the perks of having a policy with Marshmallow (e.g. tech driven app, no lengthy call waittimes)
Uncovering reasons why the customer is thinking of joining an alternative insurance provider
Suggesting alternative policy types to make the level of cover more appropriate for the customer
Recommending addons or subtly crossselling other Marshmallow products
Identifying key trends and patterns in customer behaviour; feeding this back to relevant internal stakeholders

Due to the nature of the role, some 'out of hours' work will be required.

Working as part of a team, you will need to be able to work 2-3 weekend days per month and 1-2 late shifts (1-8pm UK time) per week, as defined by a rota.

You will also be required to work occasional bank holidays.

Who you are:

Motivated, driven, and eager to positively influence commercial aspects of the business, e.g. profit
You have excellent communication skills (listening, rapport building, negotiation)
A self starter who is open to experimenting with different ways of working and adapting to change
You enjoy finding solutions to problems you come across rather than waiting on others to do this for you
You believe in Marshmallow's products and mission, and are able to utilise your enthusiasm to positively influence customers
Eager to take on the challenges that come with a growing business

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What we're looking for from you: