Claims Team Lead (Credit Hire)

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.

How we work

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 Credit Hire 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. 

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 a growing team of claims executives, ensuring we are on track to hit KPIs and OKRs

• Supporting, monitoring and reviewing motor claims processed in house or by our third-party providers.

• Building relationships with CHOs

• Managing our protocol claims and recommending any changes

• Reviewing claims processes and recommending changes. You'll also be conducting quality assurance audits and highlighting missed opportunities, leakage and areas for improvement

• Supporting technical claims matters in respect of escalated / high valued credit hire and recommending strategy..

• Managing and coaching claims team members, and supporting them in the development of their knowledge and skills

• Working with others across the business to set up and maintain performance reporting/metrics

• Working and owning on operational and strategic projects

• Presenting and explaining statistical management information to the business

• Ensuring that your team achieves quality outcomes for customers 

• Creating the time, space and confidence for your team to go above and beyond in handling their credit hire cases

• Ultimately, your team is accountable for minimising our exposure to third party credit hire claims through mitigation and pack negotiation. 

Who you are

• You truly care about supporting and developing the people you manage

• You enjoy problem-solving and creating innovative solutions to complex problems

• You are highly adaptable to change

• You are able to translate your vision to the team ensuring buy-in and engagement

• You are confident in having challenging conversations and are keen to give and receive feedback

What we're looking for from you

• Previous experience of managing a high performing Credit Hire team

• Thorough technical knowledge of motor claims Credit Hire processes (essential) and Litigation/CPR processes (essential), including most recent and appropriate case law (desirable)

• Numerical mindset; able to interpret data and use it to influence key decisions

• Market knowledge; able to use insights to preempt and mitigate potential challenges

• Confidence in presenting findings and proposals to key stakeholders

• Previous experience of project / strategic change management would also be beneficial 

• You have a proven ability to think strategically but are also able to get deep into the detail

• Clear communication to convey updates to a varied and wide audience on complex credit hire cases and overall performance of strategic goals. 

Perks of the job

• Hybrid working: Spend 1 day per fortnight with your team in our new collaborative London office

• 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. 💰

• 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 💚

• Equity – Get options in Marshmallow as part of your offer, and have a real stake in the company’s success 📈

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

Our process

We break it up into 3 stages:

• Initial call with Charlene Cox, Talent Acquisition Partner (30 mins)

• A skill-based interview where you will discuss your previous experience with two members of our Claims team (1 hour)

• 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

Background checks

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!

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.

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.