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 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 who 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 ours. 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 teammates and sharing our ideas, experience and knowledge to solve problems together. We take risks, think creatively experiment relentlessly to meet our customers’ needs, and never pass the 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. 

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.

Complaints Analyst Role 

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

• Conducting root cause analysis for recurring complaint issues, finding and reporting the true root cause of the complaint
• Suggesting improvements to reduce complaint volumes based on your insights
• Keeping up to date on all operational processes to ensure recommendations are accurate and achievable.
• Preparing and presenting detailed reports that highlight key complaint drivers, insights from root cause analyses, and recommended actions
• Working closely with other departments to enhance processes and reduce customer complaints
• Influencing stakeholders to drive positive change across Marshmallow based on your insights and findings
• Holding stakeholders across Marshmallow accountable to agreed actions. 
• Tracking the impact of complaint mitigation actions, analysing the effectiveness of change 

What we're looking for from you

• Influencing Skills: Adept at using powerful insights to drive change, engaging with the right stakeholders across the business, making a compelling case for action
• Attention to detail: You have strong attention to detail,  ensuring accuracy and clarity in all reports
• Data Analysis: Ability to understand and interpret complex data sets, both at a macro and micro level. Knowledge of advanced analytical data tools and techniques
• Problem-Solving Mindset: Proven ability to identify systemic issues and work with teams to implement solutions that enhance the customer experience
• You enjoy working in a high-growth environment and are highly adaptable to change
• You are able to collaborate with all levels of stakeholders and navigate conflicting priorities and dependencies to achieve positive results

Who you are

• Experience: 2+ years of experience in complaint root cause analysis and knowledge of the formal complaints process. Preferably within the insurance or financial services industry 
• Proficient in identifying root causes, with strong analytical abilities to interpret data, identify trends, and recommend actionable insights
• Competent in using Excel and data visualisation tools, SQL experience is beneficial but not essential
• Experience utilising root cause methodologies to drive continuous improvement
• Comfortable in working with both qualitative and quantitative data

Perks of the job

• Flexible working - Spend 2 days a month 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 want. 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 weeksof 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 4 stages:

• Initial call with Sophie Tucker, Talent Acquisition Partner (30 mins)
• A skill-based take-home task (30 mins)
• A Technical interview where we will discuss your previous and technical experience with our Head of Complaints and Complaints Team Leader. (1 hour)
• A culture interview to check that your work style fits our processes and values (1 hour)

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 personal feedback on each application.

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

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 judgment, prejudice or bias.

We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background do 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.