Head of Collections, Marshmallow
+ Bonus Scheme
1-2 days a week in office
Accessible, tech-enabled insurance for those who step outside the norm
Be an early applicant
Accessible, tech-enabled insurance for those who step outside the norm
501-1000 employees
Be an early applicant
+ Bonus Scheme
1-2 days a week in office
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
- 7+ years of operational experience supporting arrears or collections in an FCA regulated environment
- Led the development and implementation of 'best in class' collections processes within a high-growth, scale-up environment, ensuring full regulatory compliance and alignment with industry standards to drive operational excellence and scalability
- You have a proven ability to work strategically but are also able to get deep into the detail
- Innovative and bold; you’re excited by Marshmallow’s plans to disrupt the insurance industry for the better
- Solutions driven; you have high expectations and hold yourself accountable for delivering a world-class customer experience
- Outcome-focused; you want to maximise impact through implementing a tech-driven approach
- You enjoy problem-solving and creating innovative solutions to complex problems
- You empower your direct and indirect reports to work autonomously, promoting an environment of progression and inclusive change
What the job involves
- This role will be responsible for leading our rapidly scaling collections function, supporting Marshmallow’s growth in the car insurance sector and our exciting plans going forward
- This role focuses on developing a best-in-class collections strategy, ensuring regulatory compliance, and optimising processes to enhance customer satisfaction and financial performance
- The successful candidate will demonstrate experience in high-growth environments, exceptional leadership skills, and a strong understanding of financial and regulatory requirements specific to car insurance and finance
- Develop and implement a strategic vision for the collections department that aligns with company objectives, ensuring the effective and scalable management of collections processes
- Optimise workflows, technology, and automation within the collections function to increase efficiency and reduce manual interventions
- Analyze and enhance the process for supporting customers who have missed payments (around 25k customers monthly)
- Review and refine the approach for reminding customers with outstanding balances
- Assess and improve the operational approach for managing aged debt, including follow-up and other resolution strategies
- Assess the skills, culture and seniority of the teams and recommend org changes
- Support data led initiatives to improve the reporting of debt and collections performance
- Ensure collections processes adhere to all regulatory obligations, proactively managing risks and addressing compliance issues
- Collaborate with senior leadership to establish collections goals and performance metrics, driving initiatives to reduce delinquency rates, minimise losses, and optimise recovery
- Work closely with Product, Customer Service, and Finance teams to ensure an integrated approach to collections
Application process
- We break it up into 3 stages:
- Initial call with our Talent Acquisition team (30 mins)
- A skill-based interview where you will discuss your previous experience and how you would approach the responsibilities of this role, (1 hour)
- A culture interview to check that your work style fits our processes and values (1 hour)
- A final interview with a senior leader at Marshmallow discussing the long term view of the role and cultural alignment (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
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
Few candidates hear
back within 2 weeks
50% female employees
27% employee growth in 12 months
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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