First Party Team Lead / Manager

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 Claims Team We believe that the claims experience can be so much better in the insurance industry! So, our mission is to deliver the most delightful and efficient claims experience to our customers. We're looking for a Claims Team Lead to manage the day-to-day operations of a growing team of executives, developing our case-handling function and focusing on owning our customer journey. We are looking for someone with proven leadership skills, who will relish the challenge of working with Claims Leadership to onboard, train and coach members of our growing in-house claims team. Working in a startup means that you have to be adaptable and are excited by the prospect of moving fast. This is an opportunity to collaborate with engineers, product managers, designers, underwriters and our operations team to set us up for success. Building strong working relationships is important, to ensure that together with our partners we deliver excellent customer service 24/7, 365 days a year.,

• Managing the day-to-day operations of a growing team of claims executives, ensuring we are on track to hit KPIs and OKRs and promoting productivity, motivation, engagement and high-performance
• Partnering with other Claims Leads to establish smooth and coherent processes with ideal customer outcomes
• Balancing customer expectations and needs with commercial goals and objectives
• Take ownership of change initiatives to improve operational effectiveness, customer outcomes and commercial performance and respond to feedback to drive changes and improvements in ways of working
• Contributing ideas and sharing market insights to drive better outcomes
• Empowering senior handlers to assist with escalated customer scenarios
• Reviewing claims processes and recommending changes. You'll also be conducting quality assurance audits and highlighting missed opportunities, leakage and areas for improvement
• Managing and coaching claims team members, and supporting them in the development of their knowledge and skills
• Analysing and interpreting MI reporting and using this to suggest improvements or new initiatives
• Ensuring that your team delivers a quality customer experience by clearly explaining the process and what they can expect throughout the claims journey.
• Collating/analysing customer feedback to identify process improvements to support the delivery of a delightful claims experience
• Creating the time, space and confidence for your team to go above and beyond for customers, A skill-based/technical interview (including a presentation task) where you will discuss your previous experience with two members of our Claims team (60 minutes)
• 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 individual feedback on each application


• You are passionate about the customer and will go that extra mile to offer them the best service
• Able to respond quickly to feedback and take learnings on board with a positive mindset
• You truly care about supporting and developing the people you manage
• You have a proven ability to get deep into the detail but also help with broader projects and initiatives
• You enjoy problem-solving and creating innovative solutions to complex problems
• You enjoy working in a high-growth environment and are highly adaptable to change, Proven experience in managing a high-performance motor claims team (ideally first-party experience)
• Understanding of how customers claim from FNOL through to settlement, with emphasis on the initial notification stage
• Wider claims knowledge including liability and indemnity decision-making and level of cover for each policy type
• A solid understanding of other claims processes such as reserving
• Experience in leading high-performance operational teams and the associated KPIs to demonstrate this such as call wait times, call abandon rates, agent availability
• Knowledge of liability decision-making and ability to train junior-level handlers
  
  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., 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!


• 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 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; 25 days holiday (+ bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!