About Marshmallow

We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. All because the industry hasn’t given this huge cohort of people a second’s thought, and isn’t set up to price them properly. 

We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. Since we started, we’ve helped 100,000s of people get a fairer deal on their car insurance. Using technology, we serve people that are often overlooked by financial services companies, solving important problems for people who need it most. 

We know there are millions of marginalised customers out there. And we know that they face unique problems that most companies aren’t even aware of. We believe that our future is helping these people by learning about their experiences, and building our company around their needs. And there are strong signs that there’s a need for a company like us. Earlier this year we hit profitability, which is a huge milestone, but the most exciting thing is that we’re only just getting started.

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.

The Claims Fraud Team

We’re looking for a Claims Fraud Operations Manager to be responsible for the delivery of technical strategy and operational management of our Claims Fraud department made up of multi disciplined Fraud and Validation Specialists. 

You will be someone who relishes challenging the norm to deliver a best in class approach to tackling fraud at point of claim, by refining existing, and developing new strategies that span across operations and technical solutions.

We are looking for someone with proven leadership skills and deep expertise in this area alongside a strong track record delivering results. 

What you’ll be doing

• Lead and manage multiple teams of Fraud and Validation Investigators to minimise losses due to fraudulent claims, ensuring robust controls are in place for the business and its honest customers.

• Develop and deliver data-driven and handler-led strategies to enhance fraud and indemnity risk identification.

• Drive the evolution of investigation best practice through the development of processes and procedures and technical solutions to adapt to the evolving fraud landscape.

• Act as a trusted subject matter expert on technical claims and fraud matters, ensuring expert-level support is provided across the organisation.

• Work closely with Intelligence and Policy Fraud teams to share insights and contribute towards a comprehensive fraud prevention framework.

• Mentor and coach team leaders and investigators to enhance their expertise and leadership skills, fostering a high-performing culture.

• Embed fraud awareness throughout the organisation, equipping claims handlers with the knowledge and tools to identify and escalate fraudulent activities.

• Produce meaningful reports on department asp performance, highlighting successes and opportunities, and using insights to shape future strategies.

• Ensure fraud prevention processes are balanced with maintaining a seamless and positive journey for legitimate customers.

What we're looking for from you

• You truly care about supporting and developing the people you manage

• You have a proven ability to think strategically but are also able to get deep into the details, utilising a fundamental understanding of claims fraud handling and strategy implementation. 

• You are able to create your own structure to identify opportunities in order to deliver at pace

• You enjoy problem-solving and creating innovative solutions to complex problems

• You enjoy working in a high growth environment and are highly adaptable to change

• You are able to collaborate with all levels of stakeholders, and are able to access and navigate conflicting priorities and dependencies to achieve positive results

Who you are

• Extensive experience in Motor Claims Fraud in a senior leadership position

• Broad understanding of relevant case law and legal principles

• Experience in delivering change at an operations and technical solutions level. 

• A thorough understanding of industry-wide intelligence sources and their use to create referrals and support investigations

• Experience managing and coaching high-performing teams

Perks of the job

• Flexible working - Spend 2 days a week with your team in our collaborative London office 🏢

• 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 💰

• Sabbatical Leave - Get a 4-week fully paid sabbatical after being with us for 4 years 🏝️

• Work From Anywhere - 4 weeks work from anywhere to use, with no need to come to the office 🛫

• 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, pension, cycle to work scheme, monthly team socials and company-wide socials every month!

Our process

We break it up into 4 stages:

• Initial call with Sophie Tucker, Talent Acquisition Partner (30 mins)

• A skill-based interview with our Head of Fraud (45 mins)

• A technical interview where you will present a case study with our Head of Fraud and Head of First Party Claims (1 hour)

• A culture interview to check that your work style fits our processes and values (1 hour)

We’ll let you know if you’re invited to an interview or not. But, as a small team with a lot of applications to consider, we can’t give personal feedback on each application.

Background checks

To meet our regulatory obligations as an FCA-authorised financial services company, we need to do some background checks on all new hires. That means carrying out a DBS check and making sure you don't have any live criminal proceedings. Feel free to ask our Talent Acquisition team if you have any questions about this!

Everyone belongs at Marshmallow

At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias.

We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications.

We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.

Recruitment privacy policy

We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here.