Senior/Lead Workforce Manager - Customer Operations

About Marshmallow

We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. All because the industry hasn’t given this huge cohort of people a second’s thought, and isn’t set up to price them properly. 

We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. Since we started, we’ve helped 100,000s of people get a fairer deal on their car insurance. Using technology, we serve people that are often overlooked by financial services companies, solving important problems for people who need it most. 

We know there are millions of marginalised customers out there. And we know that they face unique problems that most companies aren’t even aware of. We believe that our future is helping these people by learning about their experiences, and building our company around their needs. And there are strong signs that there’s a need for a company like us. Earlier this year we hit profitability, which is a huge milestone, but the most exciting thing is that we’re only just getting started.

How we work

We’re really proud of the culture we’ve created. We push for progress every day, because we know that we’ll only hit big milestones by taking lots of smaller steps. We’re always open to helping our team mates, sharing our ideas, experience and knowledge to solve problems together. We take risks, think creatively and experiment relentlessly to meet our customer’s needs, and never pass blame when things go wrong. We encourage people at all levels to take ownership of their work, and to be bold in challenging how we do things. Everyone has a voice and the opportunity to make an impact. 

And autonomy and ownership are only possible with clear direction. That’s why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we’re as aligned as possible across functions, most of our work rolls up into four tribes; Acquisition, Retention, Claims and Pricing, Underwriting & Fraud. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.

We’re so excited for all of the challenges up ahead, and we need more people to help us tackle them! If life at Marshmallow sounds like it could be for you, explore our culture handbook or read our blog to find out more.

Workforce Planning Team

We are in the process of building a dynamic resource planning team responsible for ensuring the effective utilization of available resources, proactively identifying capacity gaps, and providing early alerts to key stakeholders. As our future Workforce Manager, you will play a pivotal role in selecting the appropriate resource planning tools for our customer service teams, establishing a solid utilization model, and recommending process improvements to drive efficiency in our planning operations.

Key Responsibilities

• Identify and implement a workforce planning tool that aligns with our growth and reporting needs.

• Develop the foundational model for resource planning, utilizing available and cross-skilled resources to optimize operations.

• Create a forecasting model based on growth predictions to ensure optimal agent utilization across operational teams.

• Work closely with internal and external stakeholders to set up the team for success and drive effective planning.

• Stay engaged with our AI and automation projects, ensuring they are accurately reflected in your resource planning models.

• Establish processes and frameworks that empower your team to deliver daily tasks effectively.

• Assess and optimize existing resourcing processes, identifying and addressing inefficiencies.

• Conduct regular one-on-one meetings with your reports to provide guidance and support.

• Present your findings and strategies to senior leadership and broader customer operations teams.

• Stay updated with internal communications (via Slack, All Hands, etc.) to ensure alignment with operational changes that may impact your team.

• Due to the nature of the role, occasional out-of-hours work may be required.

Who We’re Looking For

• Minimum 3+ years in a senior workforce management role, with hands-on experience in workforce planning tools, system rollouts, and contract negotiations.

• Proven experience in managing teams, with a focus on data management and resource planning.

• Strong analytical, forecasting, and modeling abilities; experience in business intelligence solutions and dashboard creation using visualization software.

• Experience working with customer service operations, preferably in front desk management.

• Ability to think strategically, while also diving into the details when necessary.

• A self-starter who is dependable, detail-oriented, and capable of managing multiple priorities.

• A creative thinker with the ability to develop innovative solutions to complex challenges.

• Thrives in a fast-paced, high-growth environment and can quickly adjust to change.

• Passionate about supporting and developing your team to achieve their full potential.

What You Bring to the Table

• Comfort in navigating a fast-paced, dynamic work environment.

• Experience in leading teams effectively and fostering a collaborative culture.

• Ability to think outside the box and generate creative solutions.

• Comfort in balancing both hands-on and strategic responsibilities.

• Excellent verbal and written communication abilities.

Perks of the job

• Hybrid working - Spend 3 days a week with your team in our collaborative London office 🏢

• 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 💰

• Sabbatical Leave - Get a 4-week fully paid sabbatical after being with us for 4 years 🏝️

• Work From Anywhere - 4 weeks work from anywhere to use, with no need to come to the office 🛫

• 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; 25 days holiday (+ bank holidays), pension, cycle to work scheme, monthly team social and company-wide socials every month!

Our Process

We’ve streamlined our process into three stages:

1. Initial Call: 30-minute conversation with our Talent team.

2. Cultural Fit Interview: 1-hour interview with our Head of Customer Operations manager to assess alignment with our work style and values.

3. Skills-Based Interview: 1-hour interview with our Director of Customer Operations manager to discuss your previous experiences.

Due to the volume of applications, we may not be able to provide personal feedback for each candidate, but we’ll inform you if you’re invited to an interview.

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.