Technical Claims Handler - Personal Injury

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.

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 Processes, sign-offs, and outdated systems get in the way of good decisions.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.

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.

• 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.

• 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

• 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

• Hybrid working - Spend 1 day per fortnight with your team…