Lead Customer Operations Specialist

Lead Customer Operations Specialist 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 https://drive.google.com/file/d/1tFtKFC_dB01zOSATg_o0xUGGWEVNpmqT/view?usp=sharing 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 ... (truncated, view full listing at source)