Training Lead

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.

How we work

We’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 four tribes; Acquisition, Retention, Claims and Pricing, Underwriting & Fraud. 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 or read our blog to find out more.

The QA & Training team

The QA & Training team purpose is to support, nurture and train our teams in providing a best in class service for our business and customers. For Ops Training, we aim to equip our teams with the behaviours, knowledge and understanding of systems needed for our frontline teams to perform in their role.

You’ll be responsible for leading our Ops Training team and managing our onboarding and training programmes for our customer-facing teams across the Operations, Claims and Fraud functions. Your main focus will be achieving our goal of establishing a high-quality and efficient onboarding programme and developing training frameworks that drive performance and productivity, by using QA insights and performance outputs to refine training programmes, developing new training and building a “centre of excellence” whereby we invest time to roll out new training to provide upskilling and cross-skilling.  

We are looking for someone with proven leadership skills who will relish the challenge of working with leaders from across Marshmallow to strengthen and scale our Training function, setting us up for future growth. You will take full ownership of the performance and development of the Training team, using your expertise in training evaluation and data-driven decision-making to deliver measurable impact. You will take ownership of aligning training initiatives with strategic business objectives, prioritising projects and training initiatives based on business impact, and managing stakeholder expectations. Building strong working relationships is important, to ensure that together we equip our teams with the knowledge and skills to deliver an excellent customer experience and achieve our business goals.

What you’ll be doing

• Managing the training team that will report to you and using your knowledge, people leadership skills and experience to ensure the team delivers highly effective training with measurable outcomes

• Developing and implementing training programs and frameworks to improve operational performance and productivity

• Ensuring that training programs meet the needs of the business and our customers and evaluating effectiveness through establishing quantifiable, measurable metrics, producing statistical reports and insights on training performance, and making recommendations for improvement 

• Keeping up to date with the latest training trends, developments, and best practices and identifying and implementing a wide range of training techniques to improve quality and efficiency, ensuring compliance with all relevant laws and regulations 

• Managing employee engagement for training and organising the resources to facilitate training programmes, through collaboration and working with various stakeholders across the operational teams, including the People Team

Who you are

• You truly care about supporting and developing the people you manage

• You are highly organised with good planning skills, strong problem-solving skills and capable of efficiently addressing and resolving issues

• You’re able to work independently and take ownership, prioritising your own workload and deliver to tight deadlines, whilst maintaining attention to detail and accuracy

• You’re collaborative and work effectively with cross-functional teams and leadership

• You’re proactive and use your initiative to find solutions with innovative thinking

• You are able to think strategically and thrive under pressure

• Working in a fast-paced scale up means that you have to be adaptable and excited by the prospect of moving fast, and you’re able to manage multiple priorities effectively

What we're looking for from you

• 2-3 years of proven experience in designing and delivering training programs, leading or actively participating in organisational development projects, and facilitating learning, preferably in a contact centre environment (regulatory environment is desirable)

• Customer service experience is highly desirable

• People management/leadership experience essential 

• Experience of LMS systems and different learning strategies/methods, including coaching, workshops, classroom training, mentoring and e-learning programmes

• Excellent written and verbal communication skills, with fluency in English

• Training qualification preferable and experience in training evaluation frameworks

• Flexibility to travel to our international offices and spend time with the wider teams

• We take a hybrid approach to work, where we spend at least 2 days a week in our new collaborative Budapest office, which is centrally located.

Perks of the job

• Flexi-office working – Spend at least 2 days a week with your team in our Budapest office. The rest is up to you! 🏠

• 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 🤓

• Mental wellbeing support – Access therapy and mental health sessions through Oliva 💚

• Competitive bonus scheme - designed to reward and recognise high performance 🌟

• SZÉP card - Budget to spend on meals, leisure and accommodation 🏝

• Sabbatical Leave - Get a 4-week fully paid sabbatical after being with us for 4 years 🌴

• Work From Anywhere - 4 weeks work from anywhere to use, with no need to come to the office ✈️

• Medicover Blue package - An exclusive pass to top-notch healthcare services

• All You Can Move membership OR Monthly BKK pass - Unleashing your inner fitness guru or having a hassle-free commute - we've got you covered!

Plus a monthly team social budget, bi-weekly office lunches and Office tea, coffee and snacks!

Our process

We break it up into 3 stages:

• 30 min TA screen with one of our Talent Partners

• A skill-based interview, including a presentation on a task, where you will discuss your previous experience with the Senior QA & Training Manager (1 hour)

• A culture interview to check that your work style fits our processes and values (1 hour)

We’ll let you know if you’re invited to an interview or not. But, as a small team with a lot of applications to consider, we can’t give individual feedback on each application.

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.