AI-Driven Claims Complaints Team Lead

Zego; Halifax; Hybrid; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Annual performance bonus

Share options

Private medical insurance

Pension

Generous holiday

£1,000 for commuting or learning

Job summary

Zego in the UK is hiring a Team Leader for Claims Complaints to oversee a team of case handlers, balancing hands-on work with people leadership. You'll ensure investigations are thorough, complaints resolved fairly, and aligned with DISP and Consumer Duty.

You will report to the Complaints Manager, collaborate with the Customer Support & FOS Team Leader, and drive KPI improvements while embracing AI-first ways of working in a fast-paced, growth-focused environment.

Qualifications

• 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 readiness to step into a first‑line leadership role.
• You work AI-first. You will use AI daily here, and we mean daily.

Responsibilities

• Manage day-to-day operations across case assignment, workload distribution, and queue management.
• Sign off Final Response Letters, ensuring they are clear, fair, and evidence a full investigation.
• Apply Consumer Duty and vulnerable customer standards consistently across all case handling.
• Collaborate with Claims Technical, Underwriting, and Legal & Regulatory Affairs on coverage, avoidance, or legal risk complaints.

Skills

Experience handling motor insurance

DISP and Consumer Duty

Team leadership

AI-first approach

Education

Cert CII or equivalent qualification

Tools

ShareDo

Snowflake

Looker

Job description

Zego in the UK is hiring a Team Leader for Claims Complaints to oversee a team of case handlers, balancing hands-on work with people leadership. You'll ensure investigations are thorough, complaints resolved fairly, and aligned with DISP and Consumer Duty.

You will report to the Complaints Manager, collaborate with the Customer Support & FOS Team Leader, and drive KPI improvements while embracing AI-first ways of working in a fast-paced, growth-focused environment.