Complaints Team Leader- C|aims

About Zego

Insurance hasn’t changed much in over a century. The way we live, work and travel has.

Good drivers are the entire point of Zego. Seven in 10 drivers on the road are consistently good, but until telematics came along there was no way to prove it, so nearly everyone paid a price based on averages. Zego is the company built to change that.

We move fast, without the layers that usually slow things down. AI takes the routine work off every team, from Finance to Product to Marketing, so people ship real code and launch custom dashboards in minutes. Engineering commits are entirely AI-assisted, which shifts the focus from team size to the quality of your thinking, and our data warehouse connects directly to an AI assistant for instant answers.

Backed by a modern tech stack (Claude Code, Snowflake, Figma and Zapier) and a commitment to adopting new tools in days rather than quarters, you get complete ownership to do the most impactful work of your career.

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.

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 Share Do, Snowflake, or Looker, or equivalent case management and MI tools.

At Zego, we operate like a high-performing sports team. We come together as one, driven by ambition, backed by real support, and united by a shared mission to win.

Working here means having the backing, the coaching, and an inclusive community of Zegons across the UK and Europe who celebrate your wins and raise your game. It also means holding ourselves to high standards: moving with urgency, taking complete ownership, and embracing honest feedback that helps us continuously learn and evolve.

This is your opportunity for a career-defining experience, and one you will own.

Do not take our word for it. Read what Zegons say about us on Glassdoor.

Teams work better with time to collaborate and space to get things done. We…