Lead Customer Operations Specialist

Job Description:

About Marshmallow

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.

The Car Finance Customer Operations Team

Customer Operations is where our mission meets reality. We're the team people turn to when they need clear answers and real support. Each interaction is a chance to make migration easier, not by following scripts, but by solving problems with empathy, clarity, and precision.
The pace is high and the challenges are unpredictable, so you'll learn more here in a year than many do in three. We look for people who ask the right questions before jumping to answers, stay calm under pressure, and bring fresh thinking to improve how we work.
In Marshmallow Car Finance, you'll be trusted early, supported by a tight-knit team, and given space to take ownership. With modern tools, coaching, and clear paths for development, you'll progress quickly through the early stages of your career, while making a real difference for our customers every day.

What you'll be doing

* Supporting our broker and dealer partners to get Hire Purchase deals completed - think chasing invoices, discussing loan limits/deposits, setting clear expectations to move deals forward.
* Assessing applicant affordability and suitability using our Underwriting Guidelines, Credit Risk models and interpreting both agency credit report data and Open Banking reports.
* Making decisions (with guidance initially) on who we should lend to.
* Identifying areas where processes can be improved via automation and AI, and working closely with our engineering team to implement ideas.
* Working with the Car Finance Ops Team Lead, GM and Head of Risk to set and track performance KPI's, constantly challenging what 'great' looks like.
* Actively collaborating with cross-functional teams including Engineering, Product Design and Risk, as well as wider parts of the business (Complaints, Collections) to resolve complex issues.
* Providing real-time customer support via email, phone etc, ensuring effective and efficient communication - everything from welcome calls to our new customers through to setting up payment plans with customers who have missed payments.
* Abandoned Basket (ABBA) conversion - turning 'stuck' deals into completed deals using your initiative and determination.
* Adapting your ways of working quickly - processes and software change rapidly in car finance - no two days will be the same!

Who you are

* Passionate about delivering exceptional customer service.
* Adaptable and comfortable with change, thriving in a dynamic start-up environment.
* Proactive in finding solutions rather than waiting for others to act.
* Skilled at simplifying complex information for customers.
* Curious and unafraid to ask questions, there's no such thing as a silly one and we are all on a journey of discovery.
* A strong team player who enjoys supporting colleagues and collaborating to improve processes.
* Open to feedback and eager to grow within a feedback-driven company.

What we're looking for from you

* Previous experience in a customer-facing role, particularly in Customer Support, Collections or Underwriting.
* Excellent written and verbal English communication skills.

Perks of the job

* Flexible working: Spend three days a week with your team in our collaborative London office, and own your own working hours. The rest is up to you 🏠
* 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 💰
* 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

We are not in a position to offer visa sponsorship for this role.

Our Process

We break it up into a few stages:
* Initial call with one of our Talent Acquisition team
* Past experience interview with GM Car Finance
* A task-based + culture interview with the team

Background checks

As part of our commitment to maintaining a safe and trustworthy environment, we'll carry out standard background checks, including a DBS and a Cifas check. These help ensure there are no ongoing criminal proceedings and support the prevention of fraud and other forms of serious misconduct. If anything of concern is identified, it may affect your eligibility for certain roles or services. 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