Head of Complaints

6 months ago

London, United Kingdom marshmallow Full time

**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 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.

We’re looking for a Head of Complaints to lead a transformational project that involves improving our complaints process to meet best practice, set the direction of the team, support our Complaints Handlers through their career progression, and drive root cause analysis.

**What you’ll be doing**:

- Developing and executing a comprehensive strategy for the transformation of the Complaints Department.
- Leading and motivating the team in their day-to-day operations, ensuring we are on track to hit our ambitious KPI targets and they are engaged and driven to be best in class.
- Develop the new complaints management systems, working closely with key stakeholders internally and externally to ensure its swift implementation.
- Evaluating our current complaints handling processes and identifying areas for improvement.
- Implementing streamlined and efficient workflows to enhance the customer complaint journey.
- Utilise data analytics to drive process improvements and decision-making.
- Ensure all complaints handling procedures comply with FCA regulations and industry best practices.
- Working closely with the compliance team to address any regulatory changes or issues.
- Foster a culture of continuous improvement, accountability, and exceptional customer service.
- Design and implement training programs to enhance team skills and knowledge.
- Champion customer-centric initiatives and ensure the voice of the customer is central to all complaints handling processes.
- Implement feedback mechanisms to capture customer insights and drive service improvements.
- Working collaboratively with other departments to present MI and resolve systemic issues affecting customer satisfaction.
- Act as the primary point of contact for senior leadership regarding complaints management and resolution, including presenting data and trends on a regular basis.
- Build and maintain strong relationships with key stakeholders across the firm.
- Provide regular updates to senior management on the progress of the transformational project and departmental performance.
- Training the team to con

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