About Marshmallow We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. All because the industry hasn’t given this huge cohort of people a second’s thought, and isn’t set up to price them properly. We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. Since we started, we’ve helped 100,000s of people get a fairer deal on their car insurance. Using technology, we serve people that are often overlooked by financial services companies, solving important problems for people who need it most. We know there are millions of marginalised customers out there. And we know that they face unique problems that most companies aren’t even aware of. We believe that our future is helping these people by learning about their experiences, and building our company around their needs. And there are strong signs that there’s a need for a company like us. Earlier this year we hit profitability, which is a huge milestone, but the most exciting thing is that we’re only just getting started. How we work We’re really proud of the culture we’ve created. We push for progress every day, because we know that we’ll only hit big milestones by taking lots of smaller steps. We’re always open to helping our team mates, sharing our ideas, experience and knowledge to solve problems together. We take risks, think creatively and experiment relentlessly to meet our customer’s needs, and never pass blame when things go wrong. We encourage people at all levels to take ownership of their work, and to be bold in challenging how we do things. Everyone has a voice and the opportunity to make an impact. And autonomy and ownership are only possible with clear direction. That’s why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we’re as aligned as possible across functions, most of our work rolls up into four tribes; Acquisition, Retention, Claims and Pricing, Underwriting & Fraud. Each tribe has multiple teams embedded in it, working cross-functionally to do great work. We’re so excited for all of the challenges up ahead, and we need more people to help us tackle them If life at Marshmallow sounds like it could be for you, explore our culture handbook or read our blog to find out more. The Claims Team We believe that the claims experience can be so much better in the insurance industry So, our mission is to deliver the most delightful and efficient claims experience to our customers. This is an opportunity to collaborate with various internal and external stakeholders to set us up for success. Building strong working relationships is important, to ensure that together with our partners we deliver excellent customer service. 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 Handling our high value personal injury claims (up to a value of £100k) Proactively record, process and settle claims in accordance with our principles and to maintain files within our SLAs. 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 and your team members are on track to effectively meet SLAs and challenging these targets to ensure optimum output and quality 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 fortnight with your team in our new collaborative London office, and own your own working hours. The rest is up to you If this arrangement doesn’t work, don’t let it hold you back. We’re always open to making reasonable adjustments if this is a barrier to you in any way. Let us know and we’ll talk about our options 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 w ant. 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 3 stages: Initial call 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) A culture interview to check that your work style fits our processes and values (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 .