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. Complaints Triage Handler The Complaints Team exists to ensure we treat customers fairly, and protect the company from a 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 Complaints Team became its own function in November 2021, and we’re very eager to improve our own processes as well to make sure we become as efficient as possible, and provide an amazing service to our customers. Our team members each have areas of expertise, and are focused on responding to Customer Operations, Fraud prevention, Underwriting or Claims-related complaints. What you’ll be doing You will effectively manage all complaint, concerns and redress inboxes - logging complaints, reallocating conversations, verifying concern tickets and paying redress tickets, ensuring all tasks are completed within SLA. You will effectively manage our trustpilot reviews - logging, investigating, and replying to all 1 and 2 star reviews, whilst also responding to positive reviews. You will provide clear and actionable feedback to frontline agents on any processes they have followed incorrectly based on the complaint, concerns and redress ticket inboxes. You will manage the allocations of complaints to ensure a fair and even workload across the team based on their ability and working schedule. You are able to comfortably communicate with the customer via email, live chat or telephone, as well as politely and calmly dealing with challenging customers. You will develop and maintain a comprehensive understanding of our operational and complaints processes. On occasion, you may handle short or formal complaints. You will assist with other complaint administration tasks as and when required. Who you are You're excited about working in a company that really focuses on and believes in the importance of feedback You enjoy proactively finding solutions to problems you come across and improving processes rather than waiting on others to do this for you. You can simplify for success by 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. You take ownership and accountability for your own work and are confident in managing your own workload. You are prepared to make bold decisions and suggestions to improve our processes. What we're looking for from you Time management: You excel in prioritising tasks and are able to manage your time to ensure all tasks are completed. Attention to detail: You have a strong attention to detail, ensuring accuracy and clarity in all communication. Clear Communicator: You excel in providing clear and actionable feedback Perks of the job Flexible working - Spend one day every two weeks with your team in our collaborative London office Competitive bonus scheme - designed to reward and recognise high performance Flexible benefits budget - £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things you w ant. Whether that’s subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes Sabbatical Leave - Get a 4-week fully paid sabbatical after being with us for 4 years ️ Work From Anywhere - 4 weeks work from anywhere to use, with no need to come to the office Mental wellbeing support – Access therapy and mental health sessions through Oliva 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 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 Plus all the rest; 33 days holiday, pension, cycle to work scheme, monthly team socials and company-wide socials every month Our process We break it up into 3 stages: A Video screen with one of of Talent Acquisition Team (30 mins) A Technical interview where we will discuss your previous and technical experience with the Complaints Lead and Head of Complaints. (1 hour) A Cultural interview with another senior member of the business (1 hour) Background checks To meet our regulatory obligations as an FCA-authorised financial services company, we need to do some background checks on all new hires. That means carrying out a DBS check and making sure you don't have any live criminal proceedings. Feel free to ask our Talent Acquisition team if you have any questions about this 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 encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications. 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. Recruitment privacy policy We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here .