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!
