AI-Driven Claims Complaints Team Lead

Zego; Halifax; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Market-competitive salary

Annual performance bonus

Share options

Private medical insurance

Pension and generous holiday allowance

Job summary

Zego is seeking a Team Leader for Claims Complaints in the UK, operating in a hybrid setup with offices in London or Halifax. You will manage a team of case handlers, ensure investigations are thorough, and align with DISP and Consumer Duty, balancing hands-on work with people leadership.

You’ll report to the Complaints Manager and collaborate with Customer Support & FOS Team Leader to maintain high standards across the function; a proactive, AI-enabled mindset is essential for rapid,

Qualifications

• Experience handling motor insurance claims or complaints in an FCA-regulated environment.
• Knowledge of DISP and Consumer Duty in complaint handling.
• Experience leading a team or readiness for first-line leadership.
• You work AI-first and are curious, proactive and willing to experiment.

Responsibilities

• Lead day-to-day operations across case assignment and queue management.
• Conduct regular 1-2-1s and development plans; drive improvements.
• Escalate high-risk or complex cases to the Complaints Manager promptly.
• Collaborate with Claims Technical, Underwriting and Legal & Regulatory Affairs.
• Contribute to QA reviews and complaint trend improvements.

Skills

Motor claims

FCA regulations

Team leadership

AI adoption

Tools

ShareDo

Snowflake

Looker

Job description

Zego is seeking a Team Leader for Claims Complaints in the UK, operating in a hybrid setup with offices in London or Halifax. You will manage a team of case handlers, ensure investigations are thorough, and align with DISP and Consumer Duty, balancing hands-on work with people leadership.

You’ll report to the Complaints Manager and collaborate with Customer Support & FOS Team Leader to maintain high standards across the function; a proactive, AI-enabled mindset is essential for rapid,