Senior/Lead Workforce Manager - Customer Operations (contractor)

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’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.

What you’ll be doing

• 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

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

What we’re looking for from you

• 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

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 break it up into 3 stages:

• 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.

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.