Complaints Handler

Marshmallow; City of Westminster; Hybrid; GBP 26,000 - 31,000; Full time

Job summary

An innovative insurance company in the UK is looking for a Complaint Handling Specialist to manage customer complaints effectively. The ideal candidate will ensure fair treatment of customers by investigating complaints and providing clear communication throughout the process. Experience in an FCA-regulated business is essential, and a strong understanding of insurance processes will be advantageous. The role offers a flexible working model and various benefits, aiming to deliver exceptional customer service while supporting the team's efficiency.

Benefits

Flexible working

Competitive bonus scheme

Flexible benefits budget

Sabbatical Leave

Work From Anywhere

Mental wellbeing support

Learning and development budgets

Private health care

Medical cash plan

Tech scheme

33 days holiday

Pension

Cycle to work scheme

Monthly team socials

Qualifications

• Experience in complaint handling within an FCA-regulated business is essential.
• Strong understanding of insurance and claims processes would be advantageous.
• Ability to manage customer expectations and communicate effectively.

Responsibilities

• Manage case load and support teammates to maximize efficiency.
• Investigate and document complaints to ensure fair treatment of customers.
• Communicate with customers throughout the complaints process.

Skills

Complaint handling

Communication skills

Attention to detail

Customer service

Collaboration

Resilience

Job description

Role Overview

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.

Position type

Full time

What you’ll be doing

• Effectively managing your own case load, inboxes, and additional responsibilities where applicable, supporting teammates with their workload wherever possible to maximise the team’s efficiency.
• Independently investigating and documenting complaints to ensure the customer was treated fairly, and coming to a fair outcome based on all evidence acquired.
• Writing Final Responses to clearly explain to the customer what has happened and how we have come to a decision based on our investigation.
• Comfortably communicating with the customer throughout the complaints process via email, live chat or telephone, as well as politely and calmly dealing with challenging customers.
• Providing feedback to other parts of the business and working with them to improve our product and processes, and fix any issues highlighted by complaints.
• Developing and maintaining a comprehensive understanding of our claims and underwriting processes.
• Consistently going above and beyond to provide the best customer service, supported by meeting or exceeding agreed Quality Assurance targets.
• Proven ability to deal with difficult or unhappy customers, resolving issues with professionalism and empathy.
• Comfortable keeping customers informed and managing their expectations through clear and straightforward communication, whether over email, live chat, or phone.
• Strong attention to detail, making sure all investigations and written responses are accurate and easy to understand.
• A bias for action, working at pace to deliver quality outcomes that meet the needs of customers and the business.

Who you are

• You take accountability for your work, collaborating effectively with others to reach the best outcomes for customers and team.
• You bring a can‑do attitude, ensuring tasks are completed efficiently and with a focus on delivering exceptional customer service.
• You are resilient, finding ways to achieve success even when faced with challenges or setbacks.
• You are self‑less, sharing knowledge and learning with teammates to encourage growth and collaboration.
• You are open to receiving feedback and approach conversations with honesty, actively using input to improve your work.
• Experience in complaint handling within an FCA‑regulated business is essential. A strong understanding of insurance and claims processes would be advantageous.

Salary

£30,917 per year – estimated.

Benefits

• Flexible working – Spend one day every two weeks 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.
• 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.
• 33 days holiday, pension, cycle to work scheme, monthly team socials and company‑wide socials every month.

Our Process

We break it up into 3 stages:

1. A Willo task.
2. A video screen with one of the Talent Acquisition Team (20 minutes).
3. A Technical & Cultural interview where we will discuss your previous and technical experience, and alignment to Marshmallow culture, with the Complaints Lead and Head of Complaints (1 hour).

Background Checks

As part of our commitment to maintaining a safe and trustworthy environment, we’ll carry out standard background checks, including a DBS and a Cifas check. These help ensure there are no ongoing criminal proceedings and support the prevention of fraud and other forms of serious misconduct. If anything of concern is identified, it may affect your eligibility for certain roles or services. Feel free to ask our Talent Acquisition team if you have any questions about this!

We’re committed to diversity

We want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. We’re committed to hiring without judgement, prejudice or bias. We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does 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.