Liability 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.

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 Processes, sign-offs, and outdated systems get in the way of good decisions.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

What you’ll be doing

• Handling inbound communication, including triaging and managing team mailboxes.

• Routing and directing work to team members as required, to complete tasks and resolve issues

• Checking and raising payments in line with reserves.

• Contacting policyholders, witnesses, and Third Party Insurers to assess and agree liability.

• Reserving in line with reserving philosophy.

• Carrying out basic liability and indemnity assessments; Informing policyholders of the claim process and managing expectations as and when required.

• Promptly identifying potential fraudulent claims and other claims which require specific referral.

• Proactively managing and efficiently processing a portfolio of third party damage claims up to a certain value.

• Identifying and actioning capture opportunities to refer to our intervention supplier.

• Completing relevant admin for the team, and other ad hoc tasks as needed.

• Managing our protocols with guidance and support.

Working hours for this role are Monday-Friday, 9am- 6pm.

What we're looking for from you

• Ability to balance a commercial mindset with a customer-focused approach

• Good time management and organisation skills with the ability to prioritise work effectively

• An ability to adopt a logical approach to resolving problems

• You have a great eye for detail and know when to refer a potential complaint or fraudulent claim

Who you are

• You demonstrate empathy in your interactions by actively listening to customers’ concerns and responding with understanding and support

• Able to make decisions quickly and know when to refer or escalate for a second opinion

• You proactively seek feedback and pursue learning opportunities to quickly master new processes and tools

• You take initiative to identify priorities and drive tasks forward independently, while collaborating effectively with your team to ensure high-quality outcomes

• Always seeking ways to improve processes

• Able to see the bigger picture and support any aspect of the team to achieve our larger goals

Perks of the job

• Flexible working - Spend one day every two weeks with your team in our collaborative London office 🏢

• 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 💰

• Sabbatical Leave - Get a 4-week fully paid sabbatical after being with us for 4 years 🏝️

• Work From Anywhere - 4 weeks work from anywhere to use, with no need to come to the office 🛫

• 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, pension, cycle to work scheme, monthly team socials and company-wide socials every month!

Our process

We break it up into 3 stages:

• A Video screen with one of of Talent Acquisition Team (30 mins)

• A Technical interview where we will discuss your previous and technical experience with our Third Party Damage team. (1 hour)

• A Cultural interview with another senior member of the business (1 hour)

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!

#LI-PT1

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.