Senior Personal Injury Claims Handler

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.

The Claims Team Most claims teams move slowly. Processes, sign-offs, and outdated systems get in the way of good decisions. At Marshmallow, we move faster. We’re commercially strong, tech-powered, and built to give claims experts the tools, insight, and freedom to make sharper calls for customers. We look for people with deep expertise who are restless for a better way of working. If you’ve ever felt held back by bureaucracy, you’ll find the autonomy, pace, and stretch at Marshmallow that let you do your best work — and keep learning as you go.

Role Description We are seeking an exceptional candidate to join us as a Senior Personal Injury Claims Handler and contribute to the expansion of our in-house capabilities in claims processing. In this role, you will have the opportunity to be involved in various aspects of our claims journey. Your expertise will be crucial in handling claims related to Personal Injury (via OIC, MOJ, and PAP) and associated Litigation. It will be important for you to identify potential fraud, large loss, and credit hire exposure, and report them to the appropriate team. You will also be involved in internal and external audits, where you will provide feedback on your findings to your direct line manager.

What you’ll be doing Handling our high value personal injury claims (up to a value of £100k) Proactively record, process and settle claims in accordance with our principles and to maintain files within our SLAs. Own and manage a portfolio of moderately complex Personal Injury, third party motor and associated damage claims, as defined below, within own agreed authority levels: Vulnerable Road User Claims Specific KYO Claimant Solicitors Initial fraud concern cases, if not retained by Fraud Moderate bodily injury claims and psychological trauma Claims managed within the Personal Injury Claims Portals Knowledge of all relevant sections of the MOJ Reforms, Civil Procedure Rules, Personal Injury Pre-Action Protocol and Road Traffic Act, and the implications of being RTA / Article 75 insurer. Assisting junior members of the team with more complex technical queries and cases, as well as providing guidance, training and support to aid with their personal development and promote our aim to be industry-leading.

Perks of the job Flexible working - Spend 1 day per fortnight with your team in our new collaborative London office, and own your own working hours. The rest is up to you Competitive bonus scheme - designed to reward and recognise high performance Flexible benefits budget - £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things you want. Whether that’s subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes Mental wellbeing support – Access therapy and mental health sessions through Oliva 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 Private health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches Medical cash plan - To help you with the costs of dental, optical and physio (plus more!) Tech scheme - Get the latest tech for less Plus all the rest; 33 days holiday (including bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!