Complaints Team Leader - Claims

ABOUT ZEGO 🚀 At Zego, we're on a mission to do the good thing, not the insurance thing. Insurance hasn't changed much in over a century. The way we live, work and travel has. We're building the real-time, AI-driven infrastructure that powers innovative insurance, so good drivers get cover that works the way they actually drive. We're not just updating insurance; We're leading the AI evolution in insurance 🤖 For us, AI isn't a line on a roadmap or a buzzword on a slide. It's our operating reality, and it's how we build products that back drivers instead of the old insurance playbook. We don't do things slowly, and we don't do bureaucracy. We back high-performance builders who want ownership, early responsibility and the chance to do the most career-defining work of their lives. You'll get the space to try things, the tools to move fast, and the room to see your ideas reach millions of drivers. Do not take our word for it. Read what Zegons say about us on Glassdoor https://www.glassdoor.co.uk/Overview/Working-at-Zego-Insurance-EI_IE1851459.11,25.htm. If you're ready to build the future of insurance, we're hiring. PURPOSE OF THE ROLE Claims complaints at an insurer are where things get real — the customer is already in distress, the stakes are higher, and poor handling has direct regulatory consequences. As Team Leader for Claims Complaints, you'll own the day-to-day running of a team of case handlers, balancing hands-on case work with genuine people leadership. You'll ensure complaints are investigated thoroughly, resolved fairly, and handled in line with DISP and Consumer Duty — and you'll be accountable for the standard your team sets. You'll report to the Complaints Manager and work closely with the Customer Support & FOS Team Leader to keep standards consistent across the wider function. WHAT YOU WILL BE DOING Team Leadership - Manage day-to-day operations across case assignment, workload distribution, and queue management - Hold regular 1-2-1s, set development plans, and drive continuous improvement in your team - Escalate complex, sensitive, or high-risk cases to the Complaints Manager promptly - Monitor KPIs and identify areas for improvement Quality & Compliance - Sign off Final Response Letters, ensuring they are clear, fair, and evidence a full investigation - Keep complaints logged, acknowledged, and progressed within DISP timescales - Apply Consumer Duty and vulnerable customer standards consistently across all case handling Collaboration - Work with Claims Technical, Underwriting, and Legal & Regulatory Affairs on coverage, avoidance, or legal risk complaints - Partner with the Customer Support & FOS Team Leader to maintain consistent standards across the function - Contribute to QA reviews, training needs analysis, and complaint trend improvements What you will need to be successful Essential - Experience handling motor insurance claims or complaints within an FCA-regulated environment. - Working knowledge of DISP and Consumer Duty as they apply to complaint handling. - Experience leading a team, or clear readiness to step into a first-line leadership role. - You work AI-first. You will use AI daily here, and we mean daily. You do not need to be an expert, but you do need to arrive curious, experiment fast, and take ownership of getting good quickly. People who wait to be trained will find this uncomfortable. Desirable: - Cert CII or working towards a financial services qualification. - Experience of ShareDo, Snowflake, or Looker, or equivalent case management and MI tools. THE ZEGO WAYS OF WORKING 🏡 Teams work better with time to collaborate and space to get things done. We call it Zego Hybrid: some of us are in our office (central London, Gibraltar or Halifax) weekly, others monthly or quarterly. It's about finding the balance between face time and focus that produces great work and a healthy life around it. We also make a point of getting ev