Senior Personal Injury Claims Handler

Marshmallow; London; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

Join a dynamic and forward-thinking insurance brand as a Senior Personal Injury Claims Handler. This role offers the chance to make a real impact by supporting individuals who are new to the UK. You will manage high-value claims, guide junior team members, and ensure exceptional customer service. The company is dedicated to creating a supportive environment that values diverse perspectives and encourages personal growth. If you're passionate about making a difference and thrive in a collaborative setting, this is the perfect opportunity for you to shine and contribute to a meaningful mission.

Benefits

Flexible working

Competitive bonus scheme

Flexible benefits budget

Mental wellbeing support

Learning and development budget

Private health care

Medical cash plan

Tech scheme

33 days holiday

Pension scheme

Qualifications

• 5+ years in motor claims with experience in high-value claims.
• Knowledge of Large Loss triggers and third-party functions.

Responsibilities

• Handle high-value personal injury claims up to £100k.
• Provide guidance and support to junior team members.
• Manage suppliers to ensure proactive case settlements.

Skills

Motor Claims Management

Customer Service

Fraud Detection

Data-Driven Decision Making

Process Improvement

Education

Relevant Experience in Claims Handling

Understanding of Liability and Quantum Disputes

Tools

Claims Processing Software

Data Analysis Tools

Job description

Help us build an everything-but-average insurance brand. Fit for the ones who step outside the norm.

We back the ones who step outside the norm.

People who find themselves on a different path, either by choice or by circumstance. The exceptions to the rules that others aren’t interested in serving. Those are the ones we want to back, in everything we do.

For the next three years, that means becoming the go-to insurer for people who are new to the UK. A huge cohort of people that the industry is not set up to support.

Not only do we cater for their immediate needs (fairer, cheaper prices), we also go above and beyond to make them feel seen and heard in everything we do.

Open roles

Here are all the people we’re currently looking for. If you don’t see anything that fits you today, do come back soon. We put new roles up every week.

Senior Personal Injury Claims Handler

Location

London

Type

Full time

Department

Claims Operations Third Party Personal Injury

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

1. Handling our high value personal injury claims (up to a value of £100k)
2. Proactively record, process and settle claims in accordance with our principles and to maintain files within our SLAs.
3. Own and manage a portfolio of moderately complex Personal Injury, third party motor and associated damage claims.
4. 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.
5. Actively demonstrating and promoting the importance of delivering a high quality, fair and compliant service to our customers.
6. Ensuring you and your team members are on track to effectively meet SLAs.
7. Managing suppliers and ensuring they are proactively settling cases in Marshmallows best interest.
8. Helping to develop and implement new processes.
9. You’ll be able to work off your own initiative and are confident in making data-driven decisions.

Who you are

1. You’re someone who enjoys the challenge of understanding complex situations and making sense of them.
2. Naturally empathetic, you know how important it is to deliver exceptional customer service.
3. You can make decisions quickly and know when to refer for a second opinion.
4. You are a quick learner and embrace change.
5. You are a self-starter who likes to take ownership but is also able to thrive in a team.
6. You always seek ways to improve processes.
7. 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

1. 5 years relevant experience in the motor claims space, across multiple third party functions.
2. Experience of handling complex high value claims (up to £100k).
3. Knowledge and insight to Large Loss triggers.
4. Experience dealing with liability and quantum disputes across the OIC, MOJ, and PAP.
5. Experience helping others to deliver in their role.

Perks of the job

1. Flexible working - Spend 1 day per fortnight with your team in our new collaborative London office.
2. Competitive bonus scheme - designed to reward and recognise high performance.
3. Flexible benefits budget - £50 per month to spend on a Ben Mastercard.
4. Mental wellbeing support - Access therapy and mental health sessions.
5. Learning and development - Personal budgets for books and training courses.
6. Private health care - Enjoy all the benefits Vitality has to offer.
7. Medical cash plan - To help you with the costs of dental, optical and physio.
8. Tech scheme - Get the latest tech for less.
9. Plus all the rest; 33 days holiday (including bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials.

Our process

1. Initial call with a member of our Talent Acquisition team (30 mins).
2. A skill-based interview (1 hour).
3. A culture interview (1 hour).

Background checks

To meet our regulatory obligations, we need to do some background checks on all new hires.

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.

Recruitment privacy policy

We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data.