Senior Personal Injury Claims Handler

marshmallow; Greater London; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A modern claims processing firm based in Greater London is seeking a Senior Personal Injury Claims Handler to join their dynamic team. The ideal candidate will have over 5 years of experience in handling complex motor claims up to £100k. Responsibilities include managing high-value personal injury claims and supporting junior team members. This role offers flexible working, a competitive bonus scheme, and opportunities for learning and development.

Benefits

Flexible working

Competitive bonus scheme

Flexible benefits budget

Mental wellbeing support

Personal development budgets

Private health care

Medical cash plan

Tech scheme

Qualifications

• 5 years relevant experience in the motor claims space.
• Experience handling complex high value claims up to £100k.
• Knowledge of Large Loss triggers and liability disputes.

Responsibilities

• Handle high value personal injury claims up to £100k.
• Assist junior team members with technical queries.
• Ensure compliance with data protection standards.

Skills

Experience in motor claims

Understanding complex situations

Attention to detail

Problem-solving

Data-driven decision making

Job description

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 to find out more.

Move our mission, and your career, forward.

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 Processes, sign‑offs, and outdated systems get in the way of good decisions.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 workingbiz. 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 inhibitors 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 DULE claims (up to a value of £100k)

Proactively record, process and settle claims in accordance with our principles and to maintain files within our SL странаа.

• 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.

• Actively demonstrating and promoting the importance of delivering a high quality, fair and compliant service to our customers. Ensuring that the team follows our vulnerable customer and data protection standards.

• Ensuring you Lassen سان chăm " at scheme to safely meet SLAs and challenging these targets.

• Managing suppliers and ensuring they are proactively settling cases in Marshmallows best interest and challenging decisions made where appropriate

• Helping to develop and implement new processes and proactively spotting patterns in the frustrations or expectations of our team and identifying where and how we can change our processes, tools or product

• You’ll be able to work off your own initiative and are confident in making data‑driven decisions

Who you are

• You’re someone who enjoys the challenge of understanding complex situations and making sense of them

• Naturally empathetic, you know how important it is to deliver exceptional customer service

• You have a great eye for detail

• You can make decisions quickly and know when to refer for a second opinion

• You are a quick learner and embrace change

• You are a self‑starter who likes to take ownership but is also able to thrive in a team while ensuring quality output

• You always seek ways to improve processes

• You’re able to see the bigger picture and support any aspect of the team to achieve our larger goals

What we're looking for from you

• 5 years relevant experience in the motor claims space, across multiple third party functions

• Experience of handling complex high value claims (up to £100k). You will need to be comfortable with handling claims of up to £100k for general damages to be considered

• Knowledge and insight to Large Loss triggers

• Experience dealing with liability and quantum disputes across the OIC, MOJ, and PAP

• You’ve seen first hand what it’s like to be part of a fast‑growing team and are open to the challenge of developing new teams in a new and exciting team

• Experience helping others to deliver in their role, and a desire to further develop your skills in training, coaching and process improvement

• Desirable skills would include supporting performance management in line with KPIs and SLAs

Perks of the job

• Flexible working - Spend 1 day per direkt with your team in our new collaborative London office, Como own working hours. The rest is up to you

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

• 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, Valores - wonder (night may amusing, whether to go to, based, 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 🖥

Our process

• An initial koron conversation with a member of our Talent Acquisition Team (30 mins)

• A skill‑based interview where you will complete a technical assessment and discuss your previous experience with two members of the Claims team (1 hour)

Background checks

As part of our commitment to maintaining entantoceased trustable environment, we’ll carry out standard background checks, including a DBS and a Cifas check.へ dlop ils ensure there are no ongoing criminal proceedings and support the prevention of fraud and other forms of serious misconduct. If anything of concern is identified, it may affect your eligibility for certain roles or services. Feel free to ask our Talent Acquisition team if you have any questions about this!

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 judgment, prejudice or bias.

We encourage everyone to applylocator our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we processing 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 here.