INSURANCE SECTOR

Background

Marshmallow is a fast-growth, award-winning insurtech company, and is Europe's second-fastest-growing firm (Financial Times FT1000 2023).

The company's expansion has been based on its dedication to providing a purpose-driven, fair-pricing approach, to help hundreds of thousands of UK newcomers get a fairer deal on their car insurance.

Challenge

As Marshmallow expanded its operations, the need for an adept in-house claims handling team became paramount. The challenge was to swiftly recruit a team of experienced and technically proficient specialists, who could seamlessly integrate into Marshmallow's dynamic culture, whilst the business was in an extended phase of hiring for growth. The in-house recruiting team was under pressure to source skilled individuals who were customer-focused, culturally aligned with Marshmallow's values, and who possessed a ‘bias for action’ in this fast-paced start-up environment. With the in-house team operating at capacity, the urgency was to find a partner who could deliver high-calibre talent within the initial three-month project timeline.

Vermelo's Solution

Vermelo was tasked with building a best-in-class claims team with experience in a wide variety of job functions.

The Vermelo solution involved a multi-faceted approach:

Integration & Support

• Vermelo delivered a team of insurance hiring specialists to embed within the existing Marshmallow department, working on-site and remotely, providing insight and data to enhance the overall recruitment process.

Recruitment Strategy

• The team worked closely with both Third Party and First Party claims managers, gathering insights into the specific needs and resource plans of the business, enabling the creation of a highly tailored recruitment strategy.

Network Outreach

• Leveraging Vermelo’s extensive industry knowledge and expertise, a wide range of claims candidates were identified through targeted advertising campaigns.

• A headhunting campaign was launched to attract the best claims specialists in the industry.

Cultural Engagement

• Vermelo found that the Marshmallow culture and working environment provided an attractive proposition and that potential candidates were ready to have conversations around being part of a dynamic, fast-paced and impressively vibrant company.

In-depth Understanding

• The combination of Vermelo’s expertise in this sector and the understanding of Marshmallow’s culture proved key in being able to identify talent that worked in a similar way.

Results

Within two weeks, Vermelo‘s team was up and running, delivering remarkable results:

• Over 25 offers, with the first being made within just 10 days.

• High-calibre talent was delivered to the Marshmallow team, with one placement achieving promotion within just 2 months.

• Vermelo delivery specialists became truly embedded in the Marshmallow recruitment processes as a trusted TA Partner, working closely with Marshmallow throughout the entire recruitment process, from posting and promoting jobs, candidate search, selection and screening, managing first-stage interviews, engaging with the senior management team to recommend the best candidates for second-stage interviews through to onboarding and background checks for successful candidates.

• Trust and strong relationships were built with the internal recruiting team by learning from them, adhering to the company’s compliance training (which included FCA & TCF modules) attending team meetings, and working on site with the existing TA team.

• Vermelo received a +100 Net Promoter Score (NPS) from the Marshmallow team.

Vermelo’s partnership with Marshmallow has been instrumental in addressing the immediate need for claims specialists and has supported Marshmallow's vision for continued growth and excellence in customer service.

Summary

With Vermelo’s help, Marshmallow successfully addressed the challenge of expanding its claims team to support the organisation’s rapid growth with speed and precision. Partnering with Vermelo on an RPO basis, Marshmallow implemented a strong, strategic recruitment plan aimed at attracting skilled claims handlers who aligned with the company's culture and values.

This collaborative partnership, included sharing industry insights and network engagement, not only met the immediate need for claims specialists within a short period of time but also supported the longer-term vision for Marshmallow’s growth and service aspirations. A noteworthy outcome was the fast promotion of a placement, highlighting the quality of the overall effort.

Vermelo and Marshmallow’s partnership emphasises the significance of an agile and purpose-driven talent acquisition plan which can sustain the momentum of a rapidly growing startup.

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