Senior Personal Injury Claims Handler

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 Processes, sign‑offs, and outdated systems get in the way of good decisions.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

• 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

• 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…