Customer Care Specialist (Claims Live Chat)

We’re on a mission to make migration easy. We started building Marshmallow in 2017. Since then, we’ve grown from 3 to 700+ people, gained unicorn status, raised ~£140M over three funding rounds, turned profitable, insured millions of drivers and lent millions in car loans. But we’re only just getting started. Our goal is to become one of the largest financial services providers in the world. Over the next 10 years we’ll grow exponentially, not only by scaling our existing products, but also by building new ones. To achieve our goals we need incredibly ambitious, commercially driven people who never settle for ‘good enough’. Marshmallowers are hungry for autonomy and ownership, and would rather improve than coast. Everyone raises standards and has an impact, with a focus on collective success over self-interest. We’ve created an environment where curious, tenacious people win and grow together. If that sounds motivating, this could be the place for you. THE CLAIMS TEAM Most claims teams move slowly. Processes, sign-offs, and outdated systems get in the way of good decisions. At Marshmallow, we move faster. We’re commercially strong, tech-powered, and built to give claims experts the tools, insight, and freedom to make sharper calls for customers. We look for people with deep expertise who are restless for a better way of working. If you’ve ever felt held back by bureaucracy, you’ll find the autonomy, pace, and stretch at Marshmallow that let you do your best work — and keep learning as you go. Please note we are not in a position to offer sponsorship and/or a visa for this position. WHAT YOU’LL BE DOING - Interacting with existing customers who have made a motor claim, solving their queries via live chat and email to provide an all-round great customer experience, keeping our TrustPilot score high and meeting individual targets related to quantity and quality - Liaising with our policyholders and external partners to ensure a seamless customer experience; using various communication channels to keep all parties updated throughout the process - Managing your own caseload in an organised and efficient manner - Ensuring all claims in your caseload contain accurate and complete information Maintaining accurate reserves and diaries to reduce the risk of leakage - Making accurate liability and indemnity assessments to ensure claims are directed down the correct path. Where appropriate, flagging third-party intervention opportunities to the Intervention Team. - Proactively spotting patterns in the frustrations or hopes of our customers, identifying where and how we can change our processes, tools or product to improve our ways of working and improve the customer experience - Supporting other team members with more complex and escalated scenarios, and monitor activity across the team to look for areas of opportunity or risk Due to the nature of the role, some ‘out of hours’ work will be required. You will work a maximum of 40 hours per week, including evenings and weekends. You will work 1 week of ‘late’ shifts (12pm-9pm, Monday - Friday) followed by 2 weeks of normal shifts (9am-6pm/10am-7pm). You will also work 1 weekend out of 3, with time off in lieu. Please note we are not in a position to offer sponsorship and/or a visa for this position. WHO YOU ARE - You have a desire to join the insurance industry and build knowledge around the claims function - You are really passionate about the customer and will go that extra mile to offer them the best service - Working in a fast-paced scale-up means that you have to be adaptable and excited by the prospect of moving fast - You enjoy taking complex issues and explaining them in an easy and understandable way - A self starter who can take ownership of their workload - 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 WHAT WE'RE LOOKING FOR FROM YOU