Collections Team Leader - 12 Month FTC

About MarshmallowWe build financial products that accelerate the economic freedom for people who move across borders. We started with car insurance — insuring over a million drivers — and we’re scaling beyond. Tens of millions of people move countries each year, facing overlooked financial challenges. Our future is in building financial products around their needs to positively impact their lives.How we workWe’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 three tribes; Acquisition, Retention & Claims. 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 to find out more.In this role, you will lead and support a high-performing Collections team that helps customers manage financial arrears through compassionate, compliant, and solution-focused engagement. As the line manager for Collections Executives, you’ll coach and develop individuals, set performance standards, and embed a culture of ownership and customer fairness. You’ll also work cross-functionally to support vulnerable customers, drive operational improvements, and ensure our regulatory obligations are consistently met.What you'll be doing?Managing and motivating a team of Collections Executives, providing daily guidance, structured 1:1s, and performance development.Act as the point of escalation for complex or high-risk cases, providing solutions in line with Consumer Duty and internal policies.Oversee team workflows to ensure efficiency and adherence to internal KPIs and SLAs.Ensure all customer engagements are aligned with compliance expectations (FCA, GDPR, Vulnerability guidance, and Consumer Duty).Provide coaching, mentoring, and feedback to team members, identifying individual and team training needs.Collaborate with internal stakeholders (Underwriting, Claims, Customer Care, Car Finance) to drive better debt and customer outcomes.Review case quality through QA checks and support continuous improvement by identifying process and policy gaps.Own key processes (e.g. cancellations, chargebacks, vulnerable customer signposting) and ensure these are executed accurately and fairly.Contribute to collections process and strategy improvements, especially in relation to early arrears and post-cancellation engagement.Who you are?A people-focused leader who inspires trust and accountability in their team.Highly organised and adaptable, able to juggle operational priorities with coaching and team development.You’re calm under pressure, able to resolve conflicts and support team members through emotionally challenging calls.Passionate about delivering fair customer outcomes and continuous team improvement.You combine empathy and assertiveness to support customers while maintaining commercial goals.You thrive in fast-paced, ever-evolving environments and take initiative to improve the way things are done.Confident in decision-making, even in ambiguity, and able to uphold high standards.You deeply understand the importance of compliance in regulated collections activity.What we're looking for from you?Proven experience leading a team in a Collections or Credit Control environment.A strong understanding of regulated collections, including Consumer Duty, FCA, and vulnerability guidelines.Experience coaching, developing, and managing performance across a team.Excellent verbal and written communication skills, including conflict management and negotiation.Strong analytical skills with the ability to use data to inform decision-making and coaching conversations.Demonstrated ability to manage team workflows and balance productivity with quality.Comfortable engaging with internal stakeholders and representing your team in cross-functional forums.Experience working with KPIs and QA frameworks in a regulated setting.Preferred but not essential: experience in insurance, motor finance, or financial services involving claims-based recoveries.Perks of the JobHybrid working – Spend 1–2 days a week in our collaborative London officeCompetitive bonus scheme – Designed to reward and recognise high performanceFlexible benefits budget – £50/month via Ben Mastercard, to spend on whatever you chooseSabbatical Leave – 4-week fully paid sabbatical after 4 years at MarshmallowWork From Anywhere – 4 weeks/year with no office requirementMental wellbeing support – Access therapy and mental health support through OlivaLearning and development – Personal budget + 2 L&D days per yearPrivate health care – Via Vitality, including gym discounts and moreMedical cash plan – Dental, optical, physio and moreTech scheme – Get the latest tech for lessPlus: 25 days holiday + bank holidays, pension, cycle to work scheme, monthly socials and moreEveryone belongs at MarshmallowAt 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 policyWe 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.

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