Customer Service Agent, Marshmallow

• Desire to join the insurance industry and build knowledge around the claims function
• 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 taking complex issues and explaining them in an easy and understandable way
• A self starter who can take ownership of their workload
• 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
• No insurance experience is required
• 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
• A desire to grow your own claims-handling ability whilst helping others to improve their own skills and decision-making

• This is a temporary opportunity (3 months) and we are looking for people who are available to start on Monday 8th April
• The working hours for this role are Monday - Friday, 9am - 6pm (40 hour working week)
• This role will be an integral part of the growth of the Claims Operations team over the coming years, and will contribute towards building our knowledge base and improving our claims handling capability
• Interacting with existing customers who have made a motor claim, 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
• Liaising with our policyholders and external partners to ensure a seamless customer experience; using various communication channels to keep all parties updated throughout the process
• Managing your own caseload in an organised and efficient manner
• Ensuring all claims in your caseload contain accurate and complete information Maintaining accurate reserves and diaries to reduce the risk of leakage
• Making accurate liability and indemnity assessments to ensure claims are directed down the correct path. Where appropriate, flagging third-party intervention opportunities to the Intervention Team
• 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
• Supporting other team members with more complex and escalated scenarios, and monitor activity across the team to look for areas of opportunity or risk

• Initial call with one of our Talent Acquisition team (20 mins)
• A short task
• A technical & culture interview with two People from our Operations Team (45 mins)

• Flexible working - Manage your own time and choose where to work from (in the office, at home, or a little bit of both). Just make sure your team is happy too.
• Ben benefits - Get your hands on your flexible benefits budget with the Ben Mastercard and spend it wherever you want.
• Competitive bonus scheme - designed to reward and recognise high performance 🌟
• Private healthcare - We want to support everyone’s wellbeing at Marshmallow, which is why we offer private healthcare insurance with Vitality.

• Cycle to work scheme - We’re registered under the Cycle-to-Work scheme, so you can buy a new bike tax-free. Lycra shorts optional.
• Mental wellbeing - We have partnered with Oliva to offer mental health support and make therapy sessions more accessible.
• Learning and training - Personal budgets for books and training courses to help you grow in your role. Weekly book clubs and learning sessions. Plus 2 days a year - on us! - to further your skillset.
• Company socials - We give all of our teams monthly budgets to get to know each other better outside of work. Plus we have company-wide socials every two weeks, themed parties, and more.

Total funding: $163.2m

For many ordinary people, insurance can be inaccessibly expensive. Marshmallow solves this problem by using data and technology to offer fairer coverage for car and van owners.