Our mission
Definitely not a sweet shop.
We're the tech company making insurance more accessible and more affordable for as many people as possible.
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We’re proud of our journey so far. We’ve helped hundreds of thousands of customers get fairer cover, all while being rated excellent on Trustpilot. But we’re just getting started.
Over the next 2 years, we’re planning to help even more people by launching products and services across different sectors and countries
If you're looking for a challenge, our next chapter is set to be an exciting one
How we work
We've created a culture of trust which allows us to work autonomously without fear of failure, to challenge decisions, and be heard. It empowers us to drive our own careers and to move at unparalleled speed. And because we're treading new ground, we're all mastering new skills along the way.
Explore our Culture Handbook to find out more about life at Marshmallow, or read our blog!
Complaints Team
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
Investigating complaints to ensure the customer was treated fairly
Writing Final Responses and interacting with the customer throughout the complaints process
Providing regular feedback to other parts of the business & working with them to improve our product and processes, and fix any issues highlighted by complaints
Reviewing peer complaints and providing feedback to ensure we’re aligned in our conclusions and help each other improve the quality of our responses
Developing and maintaining a good understanding of our operational and claims processes
Who you are
You are empathetic and will go that extra mile to ensure our customers are treated fairly.
Working in a startup means that you have to be adaptable and excited by the prospect of moving fast.
You enjoy proactively finding solutions to problems you come across and improving processes rather than waiting on others to do this for you.
You enjoy taking complex issues and explaining them in an easy and understandable way.
You're selfless. You enjoy pulling together as a team and supporting your teammates.
You're excited about working in a company that really focuses on and believes in the importance of feedback.
You have a great attention to detail
What we're looking for from you
Excellent written and verbal communication skills are a must
Complaints handling experience in an FCA regulated company would be ideal
Experience de-escalating tricky customer situations in an online Customer Support environment will also be considered
Knowledge of insurance fraud and fraud prevention is a plus
Perks of the job
Flexi-office working – Spend at least 2 days a week with your team in our Budapest office. The rest is up to you!
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
Mental wellbeing support – Access therapy and mental health sessions through Oliva
Competitive bonus scheme - designed to reward and recognise high performance
SZÉP card - Budget to spend on meals, leisure and accommodation
Plus a monthly team social budget, bi-weekly office lunches and Office tea, coffee and snacks!
Our Process
We break it up into 3 stages:
Initial call with one of our Talent team (30 mins)
A short task
A technical and cultural interview with two People from our Complaints Team (1hour 20mins)
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.
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 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.
