Job description

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

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.

Working in a startup means that you have to be adaptable and excited by the prospect of moving fast. This is an opportunity to collaborate with various internal and external stakeholders to set us up for success. Building strong working relationships is important, to ensure that together with our partners we deliver excellent customer service. Please note, due to the nature of this role, some 'out of hours' work may be required.

Role Description

We are looking for an outstanding candidate to join as a FNOL Coach and join our claims journey to support our team in building a high performing claims registration capability. You will have the opportunity to mentor, coach and drive team performance to provide excellent customer service and meet quality standards. You will need to use your experience to support the team with general claims knowledge from liability decisions, accurately reserving, how to manage customer expectations and be responsible for regular knowledge refreshers. You will have exposure to both internal and external audits and be required to feedback your findings to your direct line manager.

What you'll be doing

• Mentoring and coaching the team in effective claims registration capabilities, enabling and encouraging them to meet targets and KPIs

• Supporting onboarding of new members to the team

• Politely and calmly dealing with escalated customer queries over the phone, email and always enabling the best outcome for both the customer and Marshmallow

• Developing a comprehensive understanding of Marshmallow's various products and claims processes, allowing you to support agents in accurate reporting of claims and decision making.

• Helping keep our internal knowledge base updated as products and processes change

• Coaching the team using KPI data, stakeholder feedback and QA information; encouraging and enabling them to perform their best work

• Establishing an expert knowledge of key tools and systems

• Leading and facilitate weekly standup meetings in your team and knowledge refreshers (e.g. preparing agendas, ensuring effective participation and recognising achievements)

• Proactively identifying challenges and pain points for both the team and our customers, and working with the Team Lead to resolve them

• Escalating issues to relevant internal and external stakeholders where appropriate

• Taking ownership of change projects and reviewing the team's ability to follow new processes, providing feedback where necessary

Who you are

• Someone with a passion for providing great outcomes for customers and the business

• Confident in providing feedback and providing coaching sessions to junior and experienced members of the team

• A self-starter who is ready to take ownership of new processes and promote high performance

• An optimistic person with an infectious attitude; able to positively influence the team to thrive

• You are organised, have good planning skills, and can be relied upon to get things done

• Working in a fast-paced scale up means that you have to be adaptable and excited by the prospect of moving fast, and you're able to prioritise and reprioritise with ease.

• You're proactive and use your initiative to find solutions

What we're looking for from you

• 2 + years relevant experience in the motor claims space, across customer facing functions

• Experience coaching peers to achieve targets

• Experience helping others to deliver in their role, and a desire to further develop your skills in training, coaching and process improvement

• Willingness to work occasional 'out of hours' shifts (2 weekend days per month)

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. The rest is up to you *If this arrangement doesn't work, don't let it hold you back. We're always open to making reasonable adjustments if this is a barrier to you in any way. Let us know and we'll talk about our options

• 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. Whether that's subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes

• 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

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