Marshmallow

Customer Support

• 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

Customer Care Specialist – Claims Live Chat

• Providing outstanding service when a customer makes a motor claim over the phone with Marshmallow, ensuring their needs are taken care of sensitively and effectively (e.g. liaising with our partners to ensure a seamless customer experience)
• Collecting and recording accurate details from our customers, and asking questions to get a full and clear understanding of the circumstances of the claim
• Verifying and monitoring claims received digitally, and following up with customers to ensure their needs are taken care of
• Comparing/validating information given by customers, and being alert to fraud concerns to ensure only genuine claims are progressed (escalating where necessary to our specialist fraud team)
• Using liability assessment tools and case law to help establish liability
• Proactively spotting patterns in the frustrations or hopes of our customers and third parties, identifying where and how we can change our processes, tools or product to make them happier
• Using your initiative as well as various tools/databases to locate driver contact details
• 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 (10am-7pm). You will also work 1 weekend out of 3, with time off in lieu.

Customer Care Specialist, English Speaking

Research Scientist

• Lead the design, development, and implementation of customer-facing AI agent solutions
• Develop and refine conversational AI models to achieve human-equivalent performance in complex customer interactions
• Establish and maintain robust evaluation frameworks and monitoring systems to ensure AI quality, compliance, and regulatory standards
• Drive experimentation and iterative improvement cycles to enhance AI agent capabilities and customer experience
• Own the end-to-end lifecycle of AI agent deployments, including prompt design, context management, and troubleshooting to optimise conversational flow
• Collaborate closely with cross-functional teams across Product, Operations, Finance, and senior leadership, acting as a technical bridge

Customer Care Specialist – Claims Live Chat

Customer Care Specialist, English Speaking

Applied Scientist, AI