AI-Driven Claims Complaints Team Lead

Zego; Halifax; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Salary

Bonus

Share options

Medical insurance

Pension & holidays

Learning budget

Job summary

Zego in the United Kingdom is seeking a Team Leader for Claims Complaints to run the day-to-day operations of a case-handling team, balancing hands-on work with people leadership. You will ensure investigations are thorough, fair, and aligned with DISP and Consumer Duty standards.

You will collaborate with Claims Technical, Underwriting, and Legal & Regulatory Affairs, as well as Customer Support & FOS teams, to drive improvements, monitor KPIs, and coach staff to deliver consistent, compliant

Qualifications

• Experience leading a team, or readiness to step into a first-line leadership role.
• Experience handling motor insurance claims or complaints in FCA-regulated environment.
• Working knowledge of DISP and Consumer Duty in complaint handling.
• AI-first mindset with curiosity, experimentation, and ownership.

Responsibilities

• 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, high-risk cases to the Complaints Manager promptly.
• Monitor KPIs and identify areas for improvement.
• Sign off Final Response Letters and ensure clear, fair investigations.
• Keep complaints logged and progressed within DISP timescales.
• Apply Consumer Duty and vulnerable customer standards across all handling.
• Collaborate with Claims Tech, Underwriting, and Legal & Regulatory Affairs on coverage or risk.
• Partner with Customer Support & FOS Team Leader to maintain standards.
• Contribute to QA reviews and training needs analyses.

Job description

Zego in the United Kingdom is seeking a Team Leader for Claims Complaints to run the day-to-day operations of a case-handling team, balancing hands-on work with people leadership. You will ensure investigations are thorough, fair, and aligned with DISP and Consumer Duty standards.

You will collaborate with Claims Technical, Underwriting, and Legal & Regulatory Affairs, as well as Customer Support & FOS teams, to drive improvements, monitor KPIs, and coach staff to deliver consistent, compliant