Senior Complaints Operations Manager

About Marshmallow

We exist to make migration easy. A systemic problem of this magnitude requires a team of curious thinkers who relentlessly pursue solutions. Those who constantly challenge the why, dismantle assumptions, and always take action to build a better way. A Marshmallow career is built on a cycle of continuous growth, with learning at its core. You will be challenged to raise the bar on your capabilities and supported with the right tools and guidance to do so. This ensures you can deliver impactful work and drive change.

Complaints at Marshmallow

Our Complaints team plays a critical role in helping Marshmallow deliver fair, effective and well-governed customer outcomes. When something has gone wrong, this team is responsible for investigating issues thoroughly, resolving complaints in line with regulatory expectations, and using what we learn to improve how the wider business operates. Complaints is one of the clearest signals of where customer experience, operational performance and product design intersect. We’re looking for someone who can lead this function with a strong operational mindset, bring clarity in a regulated environment, and work across the business to reduce complaint volumes and improve outcomes over time.

What you'll be doing

• Lead the end-to-end complaints operation, overseeing complaint handling across investigation and FOS-related workstreams through your team leaders and wider function.
• Drive operational performance across the department, improving efficiency, quality and consistency while maintaining strong regulatory standards.
• Use complaints insight to influence the wider business, partnering with product, operations and other stakeholders to address root causes and reduce complaints at source.
• Shape and improve complaints processes and procedures, balancing customer, commercial and regulatory considerations in how the function operates.
• Play a leading role in complaints transformation, including the implementation of AI tooling and new ways of working to automate and streamline processes.
• Support and develop your teams, building engagement, accountability and strong delivery in a function going through change.

Who You Are

• You’re confident and credible working with senior stakeholders, and can challenge constructively when customer outcomes or process design need to improve.
• You combine sharp operational thinking with sound judgement, and are comfortable balancing customer needs with commercial realities in a pragmatic way.
• You’re hands‑on and curious, willing to get into the detail of a function while still keeping sight of the bigger picture.
• You bring energy for change, and can help teams adapt to new tools, new expectations and more efficient ways of working.

What you'll Bring

• Experience leading regulated complaints operations, with strong subject matter expertise in complaints management and oversight of end-to-end complaint processes.
• People leadership experience, including managing managers and leading multi‑layer operational teams through performance, change and development.
• A track record of delivering in high‑scrutiny environments, including working with compliance, governance, audit or similar regulatory oversight.
• Experience using data and insight to drive root‑cause reduction, influence cross‑functional stakeholders and improve customer outcomes at a business‑wide level.
• Background in insurance, fintech or a similarly fast‑paced regulated environment, with the ability to operate effectively alongside product, engineering and analytics teams.

Perks of the job

• Flexible working: Spend two days a week with your team in our collaborative London office, and own your own working hours.
• 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.
• 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.
• 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.

We are able to offer visa sponsorship for this position.

Our process

• Initial call with a member from our Talent Team (30 mins).
• Past Experience interview with Hiring Manager (60 mins).
• Case study interview (60 mins).
• Culture interview (60 mins).

Background checks

As part of our commitment to maintaining a safe and trustworthy environment, we’ll carry out standard background checks, including a DBS and a Cifas check. These help ensure there are no ongoing criminal proceedings and support the prevention of fraud and other forms of serious misconduct.

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.

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