FNOL Handler (Motor claims) in London

We’re on a mission to make migration easy. We started building Marshmallow in 2017. Since then, we’ve grown from 3 to 700+ people, gained unicorn status, raised ~£140M over three funding rounds, turned profitable, insured millions of drivers and lent millions in car loans. But we’re only just getting started. Our goal is to become one of the largest financial services providers in the world. Over the next 10 years we’ll grow exponentially, not only by scaling our existing products, but also by building new ones.

To achieve our goals we need incredibly ambitious, commercially driven people who never settle for ‘good enough’. Marshmallowers are hungry for autonomy and ownership, and would rather improve than coast. Everyone raises standards and has an impact, with a focus on collective success over self-interest. We’ve created an environment where curious, tenacious people win and grow together. If that sounds motivating, this could be the place for you.

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 Processes, sign-offs, and outdated systems get in the way of good decisions.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

As an FNOL Handler, you'll support customers through the critical first moments of their claims journey. Bringing expertise in customer service and empathetic communication, you'll capture accurate information with meticulous attention to detail—all while managing high call volumes and maintaining service standards.

What you'll be doing:

• Intake & Setup: Receiving FNOLs by phone and digitally, logging new claims accurately with correct initial reserves, and ensuring all data requirements are captured from the first contact.
• Assessment & Decision-Making: Making liability decisions, identifying third party intervention opportunities, and using assessment tools and case law to establish fault and communicate it clearly to the customer at point of first notification.
• Validation & Fraud Awareness: Comparing/validating information given by customers, and being alert to fraud & indemnity concerns to ensure only genuine claims are progressed (escalating where necessary to our specialist fraud/UW team).
• Partner & Supplier Coordination: Instructing the right partners at the right time, ensuring file is correctly updated before instruction.
• Case Management & Risk: Verifying and monitoring claims received digitally, and following up with customers where additional information is needed. Actioning tasks, responding to fraud and underwriting referrals, and identifying material financial risks (credit hire, personal injury, Section 152 notices) for escalation.
• Customer Communication: Keeping policyholders updated through their preferred channel, using plain language, handling difficult situations before they become complaints, identifying vulnerable customers, and encouraging positive feedback where appropriate.

At the moment our operations run 9am-6pm with a one in three weekend rotation pattern, working from the London office once every fortnight.

Your expertise:

• Previous motor claims experience in an FNOL or other customer-facing claims role.
• Strong written and verbal communication skills for clear customer and case communication.
• Confidence using multiple digital systems at the same time while maintaining accuracy.
• Experience identifying inconsistencies, maintaining data quality and recognising potential fraud indicators.

Who you are:

• You take ownership of your decisions and keep work moving without waiting for direction.
• You stay effective under pressure and handle difficult customer moments with good judgement.
• You adapt quickly to new tools and ways of working as the team evolves.
• You ask for help and escalate at the right time when risk or complexity increases.

Perks & benefits:

• Bonus scheme designed to reward high performance.
• Private medical insurance with Vitality, mental health support with Oliva.
• Personal learning budget and 2 dedicated L&D days a year.
• Monthly flexible benefits budget to spend as you choose.
• 25 days holiday plus bank holidays.
• 4 weeks Work From Anywhere per year.

Our process:

• TA screen call with the Talent Acquisition team, 30 minutes.
• Task, 30 minutes.
• Online interview with our FNOL team, 60 minutes.

We review every application and will always let you know the outcome, though we're unable to provide individual feedback at application stage. Please note we are not in a position to offer sponsorship and/or a visa for this position.

Diversity of thought: We know the best ideas come from having different perspectives in the room - and we're committed to hiring fairly, regardless of background, identity or experience. If you see yourself in this role, we'd encourage you to apply.