Technical Claims Handler - Personal Injury

marshmallow; City Of London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A forward-thinking claims company in London is seeking a Personal Injury Claims Handler to enhance its claims processing capabilities. The role includes making liability decisions, managing claims, and spotting fraud, focusing on delivering exceptional customer service. Ideal candidates should have 2-3 years of experience in third-party motor claims and a desire for continuous improvement in a dynamic environment. Join a team that values speed and autonomy while ensuring quality outcomes.

Benefits

Hybrid 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

Qualifications

• 2-3 years of relevant experience in the third party motor claims space.
• Experience dealing with liability and quantum disputes across OIC, MOJ and PAP.
• Ability to manage escalated customer queries effectively.

Responsibilities

• Make liability decisions and process payments for claims.
• Manage your own caseload to meet team targets.
• Identify potential fraud and liaise with other teams as needed.
• Assess risks and manage claims effectively.

Skills

Customer service

Risk assessment

Decision making

Attention to detail

Ability to learn quickly

Team participation

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 Processes, sign-offs, and outdated systems get in the way of good decisions.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 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 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. Initially, your responsibilities will include making liability decisions, processing payments, and managing the progression of each claim.

Your expertise will be crucial in handling claims related to Personal Injury (via OIC, MOJ, PAP and Scottish claims) 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.

What you’ll be doing

• Politely and calmly dealing with escalated customer queries, always enabling the best outcome for both the customer and Marshmallow
• You will have your own caseload in support of achieving team targets
• Actively demonstrating and promoting the importance of delivering a high quality, fair and compliant service to our customers. Adherence to our vulnerable customer and data protection standards is vital
• Effectively meeting SLAs and achieving targets set by senior members of the team

• Managing existing claims and ensuring we are mitigating risks within the claims team, assessing risk and proactively referring to large loss, fraud, credit hire and senior team members where necessary
• Managing suppliers and ensuring they are proactively settling cases in Marshmallow’s best interest and challenging decisions made where appropriate
• Proactively spotting patterns so we can change processes or adopt new strategies
• Raising payments within required time frames and ensuring all information is accurate
• Instructing suppliers and dealing with any in‑house portal work.

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

• 2-3 years of relevant experience in the third party motor claims space
• 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
• A desire to further develop your skills in training, coaching and process improvement
• Experience working towards and achieving KPIs and SLAs

Perks of the job

• Hybrid working - Spend 1 day per fortnight with your team in our new collaborative London office, 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!

Our process

We break it up into a few stages:

• Initial call with a member of our Talent Acquisition team (30 mins)
• An interview with two members of the Claims team, to discuss your experience and the working environment at Marshmallow (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

Background checks

To meet our regulatory obligations as an FCA-authorised financial services company, we need to do some background checks on all new hires. That means carrying out a DBS check and making sure you don't have any live criminal proceedings. 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 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.