ABOUT MARSHMALLOW

We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. All because the industry hasn’t given this huge cohort of people a second’s thought, and isn’t set up to price them properly.
We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. Since we started, we’ve helped 100,000s of people get a fairer deal on their car insurance. Using technology, we serve people that are often overlooked by financial services companies, solving important problems for people who need it most.
We know there are millions of marginalised customers out there. And we know that they face unique problems that most companies aren’t even aware of. We believe that our future is helping these people by learning about their experiences, and building our company around their needs. And there are strong signs that there’s a need for a company like us. Earlier this year we hit profitability, which is a huge milestone, but the most exciting thing is that we’re only just getting started.

WORKFORCE PLANNING TEAM

We’re aiming to build our future resource planning team who will be responsible to create our resourcing framework, maintain the right utilisation of resources, provide early warnings for stakeholders around identified capacity gaps and assist the Customer Operations with long-term strategic headcount planning. We are looking for a Resource Planner to join our current team. The ideal candidate has strong experience in this field with expertise in workforce planning and data analysis. You will be reporting to our Resource Planner Team Lead and will be closely working together with our operational teams key stakeholders across the business.

• Create and manage monthly schedules for L1-L2-L3 agents across operational teams
• Shift the scheduling approach from reactive scheduling to proactive, long-term planning, ensuring shifts are published at least 1 month in advance.
• Lead planning efforts for key dates such as bank holidays (e.g. Easter, Christmas)
• Handle in-day requests from agents and make decisions regarding annual leave utilization
• Participate in forecasting and long-term planning projects, gaining experience in calculating headcount requirements and identifying potential gaps and risks.
• Conduct monthly risk analysis to assess current volume versus headcount capacity, highlighting inefficiencies and resource gaps, and present it to the operational leadership.
• Monitor real-time agent adherence and inbox management to ensure optimal performance and proactivity.