• 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.

The Complaints Team

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

• Monitor and manage the FOS complaints inbox, ensuring all communications are acknowledged and actioned promptly.
• Act as the main point of contact between the Complaints Team and FOS investigators, maintaining strong, professional relationships.
• Handle FOS complaints from start to finish, including submitting case files, responding to information requests, managing mediations, and escalating appeals where necessary.
• Ensure that all case files and responses are comprehensive, well-structured to ensure our position on the complaint is clear.
• Proactively track and analyse trends in FOS escalations, identifying areas where processes can be improved to reduce complaints.
• Provide data insights and reports on FOS outcomes, feeding back key learnings to the business to drive improvements in complaint handling.
• Support the wider Complaints Team with complex cases, offering guidance and ensuring consistency in responses.
• Take ownership of continuous improvement initiatives, identifying ways to streamline FOS-related processes and improve response times.

Who you are

• You have a bias for action, proactively managing workloads and continuously seeking opportunities for improvement.
• You have excellent organisational and time management skills, ensuring all deadlines and regulatory requirements are met.
• You are bold, challenging processes where necessary to achieve the best outcomes for customers and the business.
• You are adaptable and resilient, able to work efficiently in a fast-paced and ever-changing environment.
• You are honest and challenging, providing constructive feedback and engaging in discussions to improve processes.

What we’re looking for from you

• Empathy: You genuinely care about ensuring customers receive fair outcomes, even in complex or escalated complaints.
• Attention to detail: You have a strong eye for detail, ensuring accuracy in all responses, case files, and reports.
• Effective communicator: You can explain complex information in a clear and concise way, both in written reports and verbal discussions.
• Complaint handling background: Experience in complaint handling within an FCA-regulated business is essential. A strong understanding of insurance and claims processes would be advantageous.
• Regulatory knowledge: A solid understanding of DISP and FOS processes, with experience managing FOS complaints.
• Data-driven mindset: You can identify trends and insights from FOS complaints and use them to drive business improvements.

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