We exist to make migration easy.
A systemic problem of this magnitude requires a team of curious thinkers who relentlessly pursue solutions. Those who constantly challenge the why, dismantle assumptions, and always take action to build a better way.
A Marshmallow career is built on a cycle of continuous growth, with learning at its core. You will be challenged to raise the bar on your capabilities and supported with the right tools and guidance to do so. This ensures you can deliver impactful work and drive change.
If life at Marshmallow sounds like it could be for you, explore our Culture Handbook to find out more.
Move our mission, and your career, forward.
Customer Operations at Marshmallow
Customer Operations is the bridge between our business and the people we help. From explaining complex terminology and convoluted rules, to making them feel valued and understood. Every interaction is a chance to support our customers through a difficult period of transition. While working with the most up-to-date tools and processes, and being given the space to explore new ideas.
The pace is fast, the challenges are varied, and you’ll learn more here in a year than many do somewhere else in three. So we need people who stay curious when problems are unpredictable, ask the right questions before jumping to find the answers, and bring fresh thinking for better ways of working. In return, you’ll be trusted early, supported by a tight-knit team, and be given the chance to progress quickly through the early stages of your career.
What you'll be doing?
The Senior Collections Executive plays a crucial role in Marshmallow’s financial health by recovering outstanding balances in a fair, responsible, and compliant manner. This role involves supporting customers through their repayment journey, offering tailored solutions that align with FCA regulations and the Consumer Duty.
As a Senior Collections Executive, you will engage with customers in financial arrears, guiding them toward sustainable repayment solutions while maintaining a positive customer experience, even in challenging circumstances. By balancing negotiation, empathy, and compliance, you will help customers manage their obligations while protecting the business from financial risk.
Respond to customer queries across phone, chat, and email with empathy and clarity, maintaining Marshmallow's tone of voice.
Engage with customers before and after policy cancellation to address outstanding balances and resolve any issues.
Guide, negotiate, and influence customers to clear outstanding debt through tailored, supportive solutions.
Follow structured workflows but exercise greater judgment to adapt solutions based on customer context.
Handle customer complaints and resolve conflicts effectively.
Prioritise multiple tasks while maintaining high-quality standards across interactions and case notes.
Process and manage policy cancellations accurately and in line with internal procedures.
Manage and submit chargeback evidence to resolve disputes promptly and compliantly.
Collaborate with internal teams (e.g. Underwriting, Claims, Premium Finance) to resolve customer and debt-related queries.
Support vulnerable customers and escalate complex cases to Specialists or Team Leaders when needed.
Respond to internal Slack queries and support knowledge-sharing across the team.
Identify recurring blockers or inefficiencies and raise improvement suggestions.
Who you are?
Proactive and resilient, with strong communication and negotiation skills.
Passionate about achieving fair outcomes for customers, especially those in financial difficulty.
Comfortable taking the lead on difficult interactions and supporting colleagues with insight or guidance.
Productive, efficient, and target-driven, balancing quality with performance.
Excellent communication skills: listening, rapport building, and negotiation.
A self-starter who adapts to changes and follows collections workflows.
Proactive in finding solutions to problems without waiting for others.
Passionate about Marshmallow’s products and mission, using your enthusiasm to help customers clear debt and resolve issues.
Comfortable contributing to process improvements.
What we're looking for from you?
You have experience working in collections and managing arrears, with the ability to navigate complex customer interactions.
You are goal-oriented and focused on meeting targets while ensuring positive customer outcomes.
You possess strong communication skills, both verbal and written, and can negotiate effectively with customers.
Preferred but not essential: prior experience in the car insurance industry, particularly managing outstanding balances arising from claims.
You are a critical thinker who can find practical solutions to customer challenges while balancing company policies.
You are a team player and can collaborate effectively with colleagues to achieve shared goals.
You are self-motivated, adaptable, and comfortable experimenting with different working methods to meet business needs.
You are committed to compliance, with a strong understanding of GDPR, FCA, and Consumer Duty regulations.
Perks of the job
Flexible working - Spend 2 days per week with your team in our new 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; 33 days holiday (including bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!
Our Process
We break it up into a few stages:
Initial call with our Talent Acquisition Manager (approx. 20 mins via zoom)
A combined Technical and Culture interview with two members of our Collections team (90 minutes)
Background checks
As part of our commitment to maintaining a safe and trustworthy environment, we’ll carry out standard background checks, including
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