Customer Happiness Executive – temporary opportunity

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.

Customer Happiness Team

We’re on the frontline, working hard to provide an amazing experience to all our customers! We want to be the most accessible, efficient and knowledgeable customer service team in the insurance industry. There’s always more to learn when it comes to supporting customers. So we encourage everyone in Customer Happiness to explore their areas of interest (whether that’s Insurance Fraud, Claims, or anything in between!) to help fill in the team’s knowledge.

What you’ll be doing

• Interacting with new and existing customers on a daily basis, solving their queries via live chat and email to provide an all-round great customer experience, keeping our TrustPilot score high and meeting individual targets related to quantity and quality
• Proactively spotting patterns in the frustrations or hopes of our customers, identifying where and how we can change our processes, tools or product to improve our ways of working and improve the customer experience 
• Liaising with other teams across the business (e.g. our underwriters and our Claims and Fraud teams to ensure a seamless customer experience
• Keeping compliance at the forefront of your mind, making sure that everything we do and say is in accordance with FCA guidelines
• Building up expert knowledge of our product, systems, and processes through comprehensive training, and using our internal knowledge base to fill any gaps in your knowledge

Working as part of a team, you will need to be able to work 2-3 weekend days per month (with a lieu day in the week) and 1-2 late shifts (5-9pm) per week, as defined by a rota. You will also be required to work occasional bank holidays (with a lieu day). This is a temporary position with a contract until the end of December.

Who you are

• You are really passionate about the customer and will go that extra mile to offer them the best service
• Working in a fast-paced scale up means that you have to be adaptable and excited by the prospect of moving fast
• You enjoy finding solutions to problems you come across rather than waiting on others to do this for you
• You enjoy taking complex issues and explaining them in an easy and understandable way
• If you don’t understand something, you are not afraid to ask. There’s no such thing as a silly question!
• You’re selfless. You enjoy pulling together as a team and supporting your teammates
• You’re excited about working in a company that really focuses on and believes in the importance of feedback

What we’re looking for from you

• Previous experience in customer-facing roles is desirable
• If you have experience in an online customer support role this is a big plus
• Excellent written and verbal communication skills

Our Process

We break it up into 3 stages:

• A one-way online interview and task (30 minutes)
• A technical & culture interview with one of our Team leads (30 minutes)

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.

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.

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