Complaints Handler - London, United Kingdom - marshmallow

marshmallow
marshmallow
Verified Company
London, United Kingdom

1 month ago

Tom O´Connor

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 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.


What you'll be doing:

Investigating formal complaints to ensure we reach a fair outcome for both our customers and the business.

Writing Final Responses and interacting with the customer throughout the complaints process

Developing and maintaining a good understanding of our operational and claims processes


Who you are:

You must have experience in complaint handling in some capacity (ideally within an FCA-regulated firm, but others would be considered)

You are empathetic, leave no stone unturned, have a keen eye for detail and will go that extra mile to ensure our customers are treated fairly

You are able to provide quality, well-articulated responses at pace.

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


This role comes with a hybrid way of working and will require 1-2 days a week in the office and we are looking for people who are immediately available.


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.

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