Senior Complaints Operations Manager

About this role

### 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.

If life at Marshmallow sounds like it could be for you, explore our Culture Handbook to find out more.

Move our mission, and your career, forward.

# 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 process...