Job Description

###

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 Claims Team

We believe that the claims experience can be so much better in the insurance industry! So, our mission is to deliver the most delightful and efficient claims experience to our customers.


We're looking for a Claims Team Lead to be responsible for managing the day-to-day operations of a growing team of executives, developing our case handling function and focusing on owning our customer journey.


We are looking for someone with proven leadership skills, who will relish the challenge of working with our Head of Claims to onboard, train and coach members of our growing in-house claims team.


Working in a startup means that you have to be adaptable and are excited by the prospect of moving fast. This is an opportunity to collaborate with engineers, product managers, designers, underwriters and our operations team to set us up for success. Building strong working relationships is important, to ensure that together with our partners we deliver excellent customer service 24/7, 365 days a year.

###

What you'll be doing

Managing the day-to-day operations of the Live Chat team

, ensuring conversations are handled efficiently and with empathy, and that we are on track to hit KPIs and OKRs.

Leading and coaching claims executives

, supporting their development and ensuring they have the skills and confidence to deliver outstanding customer outcomes. Acting as a

first point of escalation for complex queries

(e.g. technical claims matters, liability questions, or sensitive customer scenarios) and guiding your team through resolution.

Monitoring performance and quality

, including regular audits of Live Chat interactions, identifying missed opportunities, leakage, or areas for improvement.

Driving continuous improvement

, reviewing Live Chat processes, tools, and workflows, and recommending changes that reduce customer effort and improve efficiency. Working with others across the business to

set up and maintain performance reporting/metrics

, and using data to drive insights and improvements. Owning and contributing to

operational and strategic projects

within Claims, including initiatives to optimise Live Chat and enhance customer journeys.

Championing cultural values

by creating the time, space and confidence for your team to go above and beyond for customers. Ensuring that your team consistently delivers

quality outcomes for customers

, minimising the effort required to make a claim.
###

Who you are

A people-focused leader who truly cares about

supporting, coaching, and developing others

. Resilient and adaptable, thriving in a

fast-paced, high-growth environment

where change is constant. Strategic thinker with the ability to

zoom in on detail

when required.
Creative problem solver, confident in developing

innovative solutions to operational challenges

.
Passionate about customer experience, with a drive to

raise the bar on performance and service

. Works well within a diverse

Leadership group

, collaborating and supporting your peers
###

What we're looking for from you

Proven experience

managing and coaching a team

in a customer-facing, contact centre or insurance environment. Strong background in

motor claims insurance

(from FNOL through to first party claim settlement), including liability assessment, reserving and payment processes. Understanding of how

multi-channel customer contact

(Live Chat, telephony, messaging, email) can be best managed and optimised. Demonstrated ability to deliver results against

KPIs/OKRs

and use data and insights to drive improvement. A track record of embedding and role-modelling values such as:

Future Obsessed, Raise the Bar, Brave, Cultural Icon

.
###

Perks of the job

Flexible working

: Spend 1 day per fortnight with your team in our new collaborative London office, and own your own working hours. The rest is up to you If this arrangement doesn't work, don't let it hold you back. We're always open to making reasonable adjustments if this is a barrier to you in any way. Let us know and we'll talk about our options.

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

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 (including bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!

###

Our process

We break it up into 3 stages:

Initial call with Imogen Aspell, Talent Acquisition Partner (30 mins) A skill-based interview where you will discuss your previous experience with two members of our Claims team (1 hour) A culture interview to check that your work style fits our processes and values (1 hour)

We'll let you know if you're invited to an interview or not. But, as a small team with a lot of applications to consider, we can't give individual feedback on each application

###

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.