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About Marshmallow

We exist to make migration easy.

A systemic problem of this magnitude requires a team of curious thinkers who relentlessly pursue solutions. Those who constantly challenge the why, dismantle assumptions, and always take action to build a better way.

A Marshmallow career is built on a cycle of continuous growth, with learning at its core. You will be challenged to raise the bar on your capabilities and supported with the right tools and guidance to do so. This ensures you can deliver impactful work and drive change.

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 be responsible for managing 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 our Head of Claims 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.

What You’ll Be Doing

• Managing the day-to-day operations of the team, ensuring conversations are handled efficiently and with empathy, and that we are on track to hit KPIs and OKRs.
• Leading and coaching claims executives, supporting their development and ensuring they have the skills and confidence to deliver outstanding customer outcomes.
• Acting as a first point of escalation for complex queries and guiding your team through resolution.
• Monitoring performance and quality, including regular audits of interactions, identifying missed opportunities, leakage, or areas for improvement.
• Driving continuous improvement, reviewing processes, tools, and workflows, and recommending changes that reduce customer effort and improve efficiency.
• Working with others across the business to set up and maintain performance reporting/metrics, and using data to drive insights and improvements.
• Owning and contributing to operational and strategic projects within Claims, including initiatives to optimise and enhance customer journeys.
• Championing cultural values by creating the time, space and confidence for your team to go above and beyond for customers.
• Ensuring that your team consistently delivers quality outcomes for customers, minimising the effort required to make a claim.

Who You Are

• A people-focused leader who truly cares about supporting, coaching, and developing others.
• Resilient and adaptable, thriving in a fast-paced, high-growth environment where change is constant.
• Strategic thinker with the ability to zoom in on detail when required. Creative problem solver, confident in developing innovative solutions to operational challenges.
• Passionate about customer experience, with a drive to raise the bar on performance and service.
• Works well within a diverse Leadership group, collaborating and supporting your peers.

What We’re Looking For From You

• Proven experience managing and coaching a team in a customer-facing, contact centre or insurance environment.
• Strong background in motor claims insurance, including liability assessment, reserving and payment processes.
• Understanding of how multi-channel customer contact can be best managed and optimised.
• Demonstrated ability to deliver results against KPIs/OKRs and use data and insights to drive improvement.
• A track record of embedding and role-modelling values such as Future Obsessed, Raise the Bar, Brave, Cultural Icon.

Perks of the job

• Flexible working: Spend 1 day per fortnight with your team in our new collaborative London office, and own your own working hours.
• Competitive bonus scheme - designed to reward and recognise high performance.
• Flexible benefits budget - £50 per month to spend on a Ben Mastercard.
• 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.
• Private health care - Enjoy all the benefits Vitality has to offer.
• Medical cash plan - To help you with the costs of dental, optical and physio.
• Tech scheme - Get the latest tech for less.

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're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.