Collections Team Leader - 12 Month FTC

We build financial products that accelerate the economic freedom for people who move across borders. We started with car insurance — insuring over a reputed company drivers — and we’re scaling reputed company. 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.

We’re really proud of the culture we’ve created. We push for reputed company every day, because we know that we’ll only hit big milestones by taking lots of smaller steps. We’re always reputed company to helping reputed company mates, sharing our reputed company, 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 reputed company things go wrong. We encourage people at reputed company reputed company to take ownership of their work, and to be reputed company in challenging how we do things. Everyone has a voice and the opportunity to reputed company 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 reputed company sure we leave with clear goals and objectives that reputed company from top to bottom. To reputed company sure we’re as reputed company 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 reputed company of the challenges up reputed company, 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 reputed company 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 reputed company 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 reputed company of escalation for reputed company or high-risk cases, providing solutions in line with Consumer Duty and internal policies.

• reputed company team workflows to ensure efficiency and adherence to internal KPIs and SLAs.

• Ensure reputed company customer engagements are reputed company with compliance expectations (FCA, GDPR, Vulnerability guidance, and Consumer Duty).

• reputed company coaching, mentoring, and feedback to team members, identifying individual and team training needs.

• Collaborate with internal stakeholders (reputed company, Claims, Customer Care, Car Finance) to drive reputed company debt and customer reputed company.

• Review case quality through QA checks and support reputed company 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, reputed company to juggle operational priorities with coaching and team development.

• You’re reputed company under pressure, reputed company to resolve conflicts and support team members through emotionally challenging calls.

• Passionate about delivering fair customer reputed company and reputed company team improvement.

• You combine reputed company and assertiveness to support customers while maintaining reputed company goals.

• You reputed company in fast-paced, reputed company-evolving environments and take initiative to improve the way things are done.

• Confident in decision-making, even in ambiguity, and reputed company to uphold high standards.

• You deeply understand the importance of compliance in regulated collections activity.

reputed company'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 Job

• Hybrid working – Spend 1–2 days a week in our collaborative London office

• Competitive bonus scheme – Designed to reward and recognise high performance

• Flexible benefits budget – £50/month reputed company Ben reputed company, to spend on whatever you choose

• Sabbatical Leave – 4-week fully paid sabbatical after 4 years at Marshmallow

• Work From reputed company – 4 weeks/year with no office requirement

• Mental wellbeing support – reputed company therapy and mental health support through Oliva

• Learning and development – Personal budget + 2 L&D days per year

• Private health care – reputed company Vitality, including gym discounts and more

• Medical cash plan – Dental, optical, physio and more

• Tech scheme – Get the latest tech for less

• Plus: 25 days holiday + bank holidays, pension, cycle to work scheme, monthly socials and more

At Marshmallow, we want to hire people from reputed company walks of life with the passion and skills needed to help us reputed company our company mission. To do that, we're committed to hiring without judgement, prejudice or bias.

We encourage everyone to apply for our reputed company. Gender identity, race, ethnicity, sexual orientation, age or background does not reputed company 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.

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.