Complaints Team Leader - Claims

Zego; Halifax; Hybrid; CAD 85,000 - 110,000; Full time

Benefits offered by this job

Annual performance bonus

Share options

Private medical insurance

Pension

Job summary

Zego is seeking a Team Leader for Claims Complaints to run a busy complaints team. You will balance hands-on case work with people leadership, ensuring investigations are thorough, fair and aligned with DISP and Consumer Duty.

You will collaborate across functions to keep standards high and drive continuous improvement, supported by AI-enabled processes. The role requires experience in motor insurance complaints within an FCA-regulated environment, a willingness to lead and develop others, and a

Qualifications

• Experience in motor insurance claims or complaints in FCA-regulated environment.
• Working knowledge of DISP and Consumer Duty as they apply to complaint handling.
• Experience leading a team or readiness to step into a first-line leadership role.
• You work AI-first and use AI daily to improve outcomes.

Responsibilities

• Lead day-to-day operations across case assignment, workload, and queue management.
• Sign off Final Response Letters ensuring clear, fair investigations.
• Collaborate with Claims Technical, Underwriting, and Legal & Regulatory Affairs on coverage or risk complaints.
• Maintain, monitor and improve QA, training needs analysis and trend improvements.

Job description

About Zego

At Zego, we're on a mission to do the good thing, not the insurance thing.

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.

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

• 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 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 everyone in the same room. Teams come together every quarter, and once a year the whole company does, properly. It's a serious investment and consistently one of the best parts of the year.

Here is what the last one looked like.

Benefits

• Market-competitive salary, benchmarked against your function and reviewed every year.
• Annual performance bonus, linked to company performance and your contribution.
• Share options, a real stake in the company and a share in the future you build
• Private medical insurance.
• Pension, generous holiday, and £1,000 a year to spend on getting to the office or learning something new.
• Cutting-edge systems and tools, so you always have what you need to drive your impact.

Equal opportunities

We're an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, or disability status.