Complaints Handler

About Marshmallow

We exist to make migration easy.

A systemic problem of this magnitude requires a team of curious thinkers who relentlessly pursue solutions. Those who constantly challenge the why, dismantle assumptions, and always take action to build a better way.

A Marshmallow career is built on a cycle of continuous growth, with learning at its core. You will be challenged to raise the bar on your capabilities and supported with the right tools and guidance to do so. This ensures you can deliver impactful work and drive change.

If life at Marshmallow sounds like it could be for you, explore our Culture Handbook to find out more.

Move our mission, and your career, forward.

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.

• Effectively managing your own case load, inboxes, and additional responsibilities where applicable, supporting teammates with their workload wherever possible to maximise the team's efficiency.

• Independently investigating and documenting complaints to ensure the customer was treated fairly, and coming to a fair outcome based on all evidence acquired.

• Writing Final Responses to clearly explain to the customer what has happened and how we have come to a decision based on our investigation.

• Comfortably communicating with the customer throughout the complaints process via email, live chat or telephone, as well as politely and calmly dealing with challenging customers.

• Providing feedback to other parts of the business & work with them to improve our product and processes, and fix any issues highlighted by complaints.

• Developing and maintaining a comprehensive understanding of our claims and underwriting processes.

• Consistently going above and beyond to provide the best customer service, this is supported by meeting/exceeding agreed Quality Assurance targets.

• Proven ability to deal with difficult or unhappy customers, resolving issues with professionalism and empathy.

• Comfortable keeping customers informed and managing their expectations through clear and straightforward communication, whether over email, live chat, or phone.

• Strong attention to detail, making sure all investigations and written responses are accurate and easy to understand.

• A bias for action, working at pace to deliver quality outcomes that meet the needs of customers and the business.

• You take accountability for your work, collaborating effectively with others to reach the best outcomes for customers and team.

• You bring a can‑do attitude, ensuring tasks are completed efficiently and with a focus on delivering exceptional customer service.

• You are resilient, finding ways to achieve success even when faced with challenges or setbacks.

• You are self‑less, sharing knowledge and learning with teammates to encourage growth and collaboration.

• You are open to receiving feedback and approach conversations with honesty, actively using input to improve your work.

• Experience in complaint handling within an FCA‑regulated business is essential. A strong understanding of insurance and claims processes would be advantageous.

• 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…