Claims Customer Service Team Lead

Claims Customer Service Team Lead@Marshmallow Job description: We are looking for an outstanding candidate to join as a Lead in our Claim Customer Service - Live chat team. As a Lead, you will be responsible for managing the day-to-day operations of a growing team of executives, whilst also helping us iterate our customer-facing and internal processes. We are looking for someone with proven leadership skills who will relish the challenge of working with leaders from across Marshmallow to strengthen and scale our Claims function in Budapest, setting us up for future growth. 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 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. We take a hybrid approach to work, where we spend at least 2 days a week in our new collaborative Budapest office, which is centrally located. Professional skills: Customer service experience (*****), Team management/lead qualities (*****), Communication skills (*****), Strategic Thinking (*****), Problem-solving skills (*****) Personal skills: You truly care about supporting and developing the people you manage, You are organised and can be relied upon to get things done, You are patient and stay calm under pressure, You enjoy working in a high growth environment and are highly adaptable to change, You are a self-starter who likes to take ownership Qualifications: (No qualification required)) Language skills: English(Fit for negotiation)) Responsibilities: Leading the day-to-day operations of a growing team of executives in our Claims Customer Live chat function, ensuring we are on track to hit our ambitious KPI targets, Contributing to the setting of the team’s strategic goals, before initiating and overseeing changes that benefit our customers, teammates and the company, Reviewing processes and recommending changes to help us scale more efficiently than ever before. You'll also be conducting quality assurance reviews and highlighting missed opportunities/areas for improvement, You will be involved in certain projects across the operation already in your early stages, which will help you to learn more about the business and to build out a good network for yourself. Prior project management experience is not required but it's keen that you are open to be involved in these kinds of initiatives., You will be responsible for a high engagement score in your team by making sure communication is stable, they are being kept in the loop about organisational changes and they have space to share their opinions and ask questions. 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. A cégről Our product: Car insurance in the UK We are one of UK's most exciting tech unicorns within the insurtech space, we've just been recognised as the second fastest growing company in Europe and have been building a business and tech hub in Budapest. We offer insurance solutions to those that are otherwise overlooked. International drivers, students, those from a lower income bracket are all segments we can support with fairer policies. Our mission: We offer insurance solutions to those that are otherwise overlooked by our larger incumbents. International drivers, students, those from a lower income bracket and even people with points on their licence are all segments we can support with fairer policies. Together, we will shape the future of insurance with creativity, collaboration, and a passion for pushing the boundaries of what's possible.

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