Senior/Lead Workforce Manager, Marshmallow
Customer Operations, 9 Month FTC
+ Bonus scheme
3+ days a week in office (Old Street, London)
Accessible, tech-enabled insurance for those who step outside the norm
Open for applications
Accessible, tech-enabled insurance for those who step outside the norm
501-1000 employees
Open for applications
+ Bonus scheme
3+ days a week in office (Old Street, London)
501-1000 employees
Company mission
To back those who find themselves on a different path, either by choice or by circumstance, helping the exceptions to the rules that others aren’t interested in serving.
Role
Who you are
- You have a proven ability to think strategically but are also able to get deep into the detail
- 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’re a brilliant communicator
- You are a self-starter who likes to take ownership
- 3+ year experience in workforce management
- Experience with implementing new tooling systems and processes
- A wide knowledge of workforce planning tools and experience with system roll-outs and contract negotiations
- Experience and knowledge in the field of data management
- Strong analytical and modelling skills, experience of developing business intelligence solutions and dashboards using visualisation software
- Proven experience working with customer service units, ideally front desk operations
- Experience in people management and you truly care about supporting and developing the people you manage
What the job involves
- We’re hiring a Workforce Manager to help us innovate and build a world-class resource planning team
- We’re looking for a Workforce Manager who will redefine how we optimise our resources and drive exceptional efficiency across our customer service teams
- In this pivotal role, you’ll be at the forefront of resource utilisation, ensuring we’re always ahead of the game
- From identifying capacity gaps to providing early warnings for stakeholders, you’ll be the go-to expert keeping everything running seamlessly
- You’ll need to find the perfect resource planning tool that will take our customer service operations to the next level
- You'll design and implement cutting-edge utilisation models, continuously improve processes, and drive high-impact strategies to maximise planning efficiency
- You’ll be responsible to find us a suitable workforce planning tool aligned with our growth and required reporting capabilities
- Build the foundations of operational resource planning based on available and cross-skilled resources
- You’ll be responsible to build a forecasting model which will be built on growth prediction and will be used to set up the right agent utilisation across operational teams
- Collaborate with various internal and external stakeholders to set us up for success
- You’ll get familiar with our AI and automation efficiency projects to make sure those are measured correctly in your resourcing model
- Responsible to set up your team for success who can deliver daily activities based on the foundations you are building
- Review current resourcing processes, identifying gaps and challenging inefficiency
- Run frequent 121 sessions with your direct report and hold stakeholder update meetings
- You’ll have to present to senior leadership and to a wider customer operations teams
- You are expected to be up-to-date with information shared via slack, All Hands and other channels, which can impact your operational team
Application process
- Initial call with a member of our Talent team - 30 mins
- A skill-based and technical task interview to discuss previous experiences with two senior managers in our Customer Ops team - 1 hour
- A culture interview to check that the work style fits our processes and values with our Director of Customer Ops - 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
- 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
Salary benchmarks
Our take
For many ordinary people, insurance can be inaccessibly expensive. Marshmallow solves this problem by using data and technology to offer fairer coverage for car and van owners.
Car insurers generally quotes drivers according to population data, and many drivers are overcharged due to age and demographic. By leveraging data and proprietary technology, Marshmallow can offer more accurate and personalised quotes delivered in minutes, meaning lower fees for drivers. Naturally, this approach has proven popular, with Marshmallow garnering impressive reviews and accolades since it first launched.
The insurtech space is becoming increasingly competitive, and more and more tech companies are moving into the car insurance space, so the company is currently looking to expand into other insurance areas. Marshmallow’s unicorn status is a clear indicator of the company’s ongoing success and scalability, and will help to facilitate this diversification.
For now, the company is focused on helping those outside the norm, such as those who have uprooted their lives and moved to the UK. But in the future, it hopes to expand to any group of people who are unfairly marginalised and whose problems Marshmallow is uniquely positioned to solve.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Open and honest communication
"At Marshmallow information is 'over-shared' and this starts from the CEOs and continues through the organisation. People across the business are..."
Funding (last 2 of 4 rounds)
Sep 2021
$83m
SERIES B
Nov 2020
$30m
SERIES A
Total funding: $118.2m
Company benefits
- Flexible working - Manage your own time and choose where to work from (in the office, at home, or a little bit of both). Just make sure your team is happy too.
- Ben benefits - Get your hands on your flexible benefits budget with the Ben Mastercard and spend it wherever you want.
- Competitive bonus scheme - designed to reward and recognise high performance 🌟
- Private healthcare - We want to support everyone’s wellbeing at Marshmallow, which is why we offer private healthcare insurance with Vitality.

- Cycle to work scheme - We’re registered under the Cycle-to-Work scheme, so you can buy a new bike tax-free. Lycra shorts optional.
- Mental wellbeing - We have partnered with Oliva to offer mental health support and make therapy sessions more accessible.
- Learning and training - Personal budgets for books and training courses to help you grow in your role. Weekly book clubs and learning sessions. Plus 2 days a year - on us! - to further your skillset.
- Company socials - We give all of our teams monthly budgets to get to know each other better outside of work. Plus we have company-wide socials every two weeks, themed parties, and more.
Company values
- We have a bias for action - We carry urgency into our every day, knowing that only by making daily progress can we drive long-term growth
- We are challenging and honest - We optimise for truth and progress, which requires us to never shy away from difficult conversations with each other
- We take ownership - We take on challenges, and put our hands up when things go wrong
- We are selfless - We work hard, together and without ego
- We are bold - To serve our customers best, we experiment relentlessly, make tough decisions and go where others won’t
- We simplify for success- We don’t overcomplicate or try to be too clever. Less is more
Company HQ
Old Street, London, UK
Articles
Leadership
Oliver Kent-Braham
(Co-CEO)Previously worked in Growth & Partnerships at Yoti and Leveraged Finance at Investec. Previously founded Reel Money.
David Goaté
(Chief Architect)Previously Software Architect at Yoti, also worked as a software engineer at Homeseller, Cognitran and IG.
Alexander Kent-Braham
(Co-CEO)Previously worked in Product at Yoti. Also co-founded Reel Money and was an Analyst at hedge fund QCM.
People progressing
Joined as Software Engineer, being promoted to Technical Team Lead after 10 months.
Diversity, Equity & Inclusion at Marshmallow
- To solve big problems, we need exceptional people from all walks of life. We're creating a culture where everyone feels empowered to bring their unique perspectives and boldest ideas to the table. Belonging - As a community, we foster an environment where everyone feels supported and safe to bring their authentic self to work. Recognition - We recognise and celebrate the differences in our experiences, understanding that our unique contributions help us collectively deliver our best work. Influence - We’re empowered to share our voice and have influence. We value diversity of thought, knowing we are better through our collective perspectives and experiences.
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