Motor Claims Desktop Engineer

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.

Working in a startup means that you have to be adaptable and are excited by the prospect of moving fast. This is an opportunity to collaborate with engineers, product managers, designers, underwriters and our operations team to set us up for success. Building strong working relationships is important, to ensure that together with our partners we deliver excellent customer service 24/7, 365 days a year.

What you'll be doing

We're looking for someone to join our team as a Qualified Motor Engineer; responsible for engineering our vehicle damage claims on a desktop basis. You will use your skills and expertise to negotiate and manage our insurance vehicle damage claims to assist in achieving the best commercial outcomes for Marshmallow customers.

• Negotiating settlement of motor vehicles damage claims and liaising with customers directly
• Providing technical guidance to the claims teams in accordance with agreed service levels and on occasions other areas within the business.
• Supporting the claims team, offering solutions and making decisions in any aspects relating to the Accidental Damage /Third Party engineering element of a claim
• Actively and robustly assist the Company defend against excessive and irregular Credit Hire outlay requests presented to us by CHOs.
• Communicating effectively and appropriately with repairers and customers/third parties
• Making and communicating decisions when managing repairs, total losses, valuation disputes, cases involving unrelated damage, complaints and applying policy conditions/limits.
• Identifying fraudulent activity through investigative practice and liaison with claims colleagues, to correctly identify and advise on vehicle modifications which are non-standard to original equipment
• Ensuring compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times
• Keeping up to date with the internal process and external market and legislative changes.

Who you are

• You have a proven ability to think strategically but are also able to get deep into the detail
• You enjoy problem-solving and creating innovative solutions to complex problems
• You enjoy working in a high growth environment and are highly adaptable to change
• You thrive on a challenge and take others developments and learning opportunities seriously
• You have a high attention to detail and are able to accurately and confidently review and challenge outlays from external sources if necessary
• You are computer proficient and can easily adapt to new systems following light touch training.
• You are confident, driven and self motivated to achieve the best possible results whilst adhering to TCF

What we're looking for from you

• Knowledge of the customer claim journey from FNOL through to settlement
• A current VDA and AQP certification
• Experience in dissecting and challenging engineer reports via desktop analysis and familiarity with Audatex, Glasses etc
• Experience of multi-channel communication methods for customer contact e.g. telephony, live chat, message and emails
• Competent understanding of insurance principals
• A comprehensive knowledge of motor vehicles, modern repair techniques, estimating methods, technology and equipment used in the vehicle repair environment

Perks of the job

• Flexible working - Spend 1 day a fortnight 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 w_ant. 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 a few stages:

• Initial call with a member of our Talent Acquisition team (30 mins)
• A short written exercise; looking at your knowledge of Engineers reports and attention to detail
• A skill-based interview where you will discuss your previous experience with two members of our Claims team (45 minutes)
• 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.