Customer Support

• 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

German Speaking Customer Support Specialist

Customer Care Specialist – Claims Live Chat