Team Lead - First Party Investigations

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.

The Claims Team

Most claims teams move slowly. Processes, sign-offs, and outdated systems get in the way of good decisions. At Marshmallow, we move faster. We’re commercially strong, tech-powered, and built to give claims experts the tools, insight, and freedom to make sharper calls for customers.

We look for people with deep expertise who are restless for a better way of working. If you’ve ever felt held back by bureaucracy, you’ll find the autonomy, pace, and stretch at Marshmallow that let you do your best work — and keep learning as you go.

The Role

We’re looking for an energetic and motivated Team Leader to guide our First Party Investigations team. You’ll lead a talented group who dig into First Party claim and indemnity investigations and make fair decisions that protect both our customers and the business. You’ll bring curiosity, integrity, and a drive for excellence.

You’ll use data and insight to spot opportunities for improvement, streamline the way we work, and deliver faster, smarter outcomes. Collaboration will be at the heart of what you do — building strong relationships across teams, supporting your people to grow, and creating an environment where everyone can do their best work.

What you’ll be doing

• Leading and inspiring a team of investigators and referral specialists to deliver high-quality, consistent outcomes.

• Overseeing theft investigations and indemnity referrals to ensure fairness, accuracy, and compliance with company and regulatory standards.

• Using data and performance insights to identify opportunities to improve team efficiency and decision quality.

• Building strong relationships across the business to ensure smooth collaboration and knowledge sharing.

• Coaching and developing your team through regular feedback, mentoring, and ongoing professional development.

• Driving a culture of accountability, curiosity, and continuous improvement within the team.

• Supporting broader operational initiatives and helping shape the strategy for investigations and indemnity handling.

Who you are

• You have experience leading others in a fast-paced operational or investigative environment.

• You’ve worked within claims, insurance, investigations, or another field where fair decision-making and attention to detail are key.

• You’re comfortable managing complex cases or escalations, with a strong sense of judgement and integrity.

• You’re an excellent communicator who can influence, motivate, and build strong relationships at all levels.

What we’re looking for from you

• A confident and supportive leader who knows how to bring out the best in people.

• Strong background in investigations, claims handling, or decision-making in a regulated environment.

• A sharp analytical mind — you can interpret data, spot trends, and use insights to drive better outcomes.

• Exceptional communication skills — able to explain complex decisions clearly and build trust across teams.

• A natural problem-solver who stays calm under pressure and thrives in a fast-moving environment.

• A focus on quality and fairness, always balancing business priorities with doing the right thing for customers.

• Someone who leads by example — positive, proactive, and passionate about continuous improvement.

Perks of the job

• Flexible working: Spend 1 day per fortnight with your team in our new collaborative London office, and own your own working hours. The rest is up to you 🏠 *If this arrangement doesn’t work, don’t let it hold you back. We’re always open to making reasonable adjustments if this is a barrier to you in any way. Let us know and we’ll talk about our options.

• 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 💰

• 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 (including bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!

Our process

We break it up into 3 stages:

• Initial call with Imogen Aspell, Talent Acquisition Partner (30 mins)

• A task & skill-based interview where you will discuss and present your previous experience with two members of our Claims team (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 individual 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.