Marine Claims Manager

TUI; Luton; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Attractive remuneration

Discretionary bonus schemes

Generous travel benefits

Health & well-being support

Flexible working

Learning Hub access

Global project opportunities

TUI Care Foundation initiatives

Job summary

Marella Cruises (TUI) is seeking an experienced Marine Claims Manager to own passenger personal injury and quality claims from start to finish. This role combines legal expertise with commercial focus to protect customers, colleagues and the Marella brand, based from either the Luton or Southampton office with weekly in-person attendance.

You will manage a caseload across passenger claims, draft defences, coordinate investigations, and liaise with internal teams, crews, claimants and external

Qualifications

• Experience managing passenger personal injury claims through to resolution.
• Drafting core claims correspondence and supporting matters through routes like small claims/arbitration.
• Triaging claims, assessing evidence and forming liability views.

Responsibilities

• Manage caseload of passenger personal injury and quality complaints, coordinating investigations and progressing matters to resolution.
• Handle passenger and solicitor-led claims, including small claims, arbitration and county court workstreams.
• Prepare case documentation, defences and correspondence, ensuring court/tribunal requirements are met.
• Liaise with internal teams, ship-based crew, claimant solicitors and external counsel to gather evidence and inform stakeholders.
• Lead settlement discussions within parameters to protect Marella's legal/commercial position and pursue early resolution.
• Undertake legal research, maintain case records and flag recurring themes to drive process improvements.

Skills

Personal injury claims management

Dispute resolution

Liability assessment

Legal documentation and correspondence

Stakeholder communication

Job description

We're looking for an experienced Marine Claims Manager to join our Marella Cruises legal team. You'll take ownership of passenger personal injury and quality claims from start to finish, bringing pragmatic legal expertise and commercial focus to protect our customers, colleagues, and the Marella brand.

This role can be based from either our Luton or Southampton office, with the successful candidate joining the team in the office once a week. The role will be published until Friday 4th September.

About Our Offer

• Personal benefits: Attractive remuneration, discretionary bonus schemes, generous travel benefits, extensive health & well-being support, and more.
• Flexible working: Work is something you do, not somewhere you go. We encourage a healthy work-life balance with a dynamic working environment.
• A career to shape: Access the TUI Learning Hub to level-up and reach your ambitions.
• Broaden your network: We champion intercultural collaboration and provide opportunities to work on global projects and teams.
• Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation.

About The Job

• You'll manage your own caseload of passenger personal injury claims and quality complaints, coordinating investigations, assessing liability, and progressing matters efficiently through to resolution.
• Working across passenger and solicitor-led claims, you'll handle small court claims, arbitration, and county court workstreams including telephone mediations.
• You'll support the defence of formal disputes by preparing case documentation, drafting defences and correspondence, and ensuring all procedural steps meet court and tribunal requirements.
• Acting as the day-to-day point of contact, you'll liaise with internal teams, ship-based crew, claimant solicitors, and external counsel to gather evidence and keep everyone appropriately informed.
• Leading settlement discussions within agreed parameters, you'll negotiate outcomes that protect Marella's legal and commercial position while identifying opportunities for early resolution.
• You'll undertake legal research on relevant issues, maintain accurate case records, and support continuous improvement by flagging recurring themes or process gaps.

About You

• You'll have proven experience managing personal injury claims and disputes from initial notification through to resolution within a regulated environment such as in-house legal, private practice, claims/insurance, or litigation support.
• Your background includes drafting core claims correspondence and supporting matters through formal routes like small claims, arbitration, or county court processes.
• You're skilled at triaging claims, assessing evidence, forming reasoned liability views, and progressing files confidently to conclusion within delegated authority.
• Strong investigation skills mean you can build chronologies, identify gaps, and gather the right supporting documents and statements from operational teams.
• You're a confident communicator who can explain complex issues in plain English, manage expectations, and handle sensitive communications with customers and claimants professionally.

From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless.

We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.