Job Description

About Marshmallow

We build financial products that accelerate the economic freedom for people who move across borders. We started with car insurance -- insuring over a million drivers -- and we're scaling beyond. Tens of millions of people move countries each year, facing overlooked financial challenges. Our future is in building financial products around their needs to positively impact their lives.

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 three tribes; Acquisition, Retention & Claims. 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 to find out more.

The Complaints Team

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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.

Overview

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We are looking for a Senior Complaints Team Leader to lead the strategic and operational direction of our complaints function. This is a high-impact leadership role focused on ensuring complaint resolution excellence, regulatory compliance, and continuous improvement. You will oversee complex complaint investigations, drive accountability on root cause analysis, and act as the key liaison for escalated Financial Ombudsman Service (FOS) cases.

Key Responsibilities:

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Team Leadership & Development

Manage, coach, and inspire a high-performing complaints team handling regulated financial services complaints, leading senior complaint professionals. Foster a culture of ownership, integrity, and customer-centricity across the team. Design and deliver continuous improvement programmes focused on quality, regulatory awareness, and FOS learning points.

Complaint Handling Oversight

Own the oversight of complex, high-risk, and escalated complaints, ensuring thorough and fair outcomes. Lead internal reviews of FOS cases, determine learning opportunities, and update internal guidance accordingly. Support the drafting and QA of the end to end complaints process, ensuring tone, fairness, and compliance with DISP.

Root Cause Analysis & Continuous Improvement

Establish robust root cause analysis (RCA) methodologies across the team. Produce and present complaint insights and RCA reports to senior leadership, recommending actions and tracking improvements. Collaborate with Product, Engineering, Risk, and CX teams to drive systemic fixes and process enhancements. Drive accountability and create impact across the business leveraging Complaint insights and resources.

Regulatory Compliance & Governance

Act as a subject matter expert on complaint handling regulations (FCA DISP, FOS expectations). Ensure policies and procedures are compliant, current, and well-documented. Represent the team during audits, regulatory inquiries, and senior leadership reviews.

Experience & Skills Required:

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Substantial complaints leadership experience in a regulated financial services environment. Direct exposure to FOS case handling, including overturn trends, adjudicator/ombudsman feedback, and cross-functional case preparation. Deep understanding of FCA DISP rules and the broader UK regulatory landscape. Proven ability to design and execute root cause analysis frameworks that lead to tangible improvements. Confident stakeholder engagement and reporting skills (up to C-suite level). Excellent judgement, empathy, and customer advocacy mindset. Experience within insurance / financial services, particualry in motor insurance and claims. Prior use of complaints management platforms (e.g.Salesforce). Qualifications in financial services regulation, complaint handling, and root cause analysis.

Who you are

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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 selfless, 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.

Perks of the job

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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

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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

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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!

Your Role

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You are currently working as a L4 Team Leader which means throughout the majority of the days you will be focusing on people- and performance management tasks.

121 Sessions Team meetings Alignment meetings Individual Agent performance Reporting QA Evaluations Interviewing

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.