AI-Driven Complaints Investigator (Hybrid)

Zego; Tottenham; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

Annual bonus

Share options

Private medical

Pension

Learning stipend

Job summary

Zego in the United Kingdom is seeking a Complaints Handler to own a caseload from acknowledgement through final response, thoroughly investigating, reaching fair outcomes and explaining them clearly in line with DISP and Consumer Duty. You’ll report to the Complaints Team Leader and collaborate with Claims, Fraud, Customer Support, and Sales.

You will use AI daily to support investigations, maintain case management records, and drive root-cause analysis to improve customer outcomes.

Qualifications

• Proven experience handling complaints end to end within an FCA-regulated environment.
• Working knowledge of DISP and Consumer Duty as they apply to complaint handling.
• Clear, concise written communication and the emotional intelligence to handle difficult conversations well.
• An analytical, organised approach - you can balance multiple priorities and deliver within SLAs.
• You work AI‑first. You will use AI daily here, and we mean daily.

Responsibilities

• Own and resolve a caseload of customer complaints following initial acknowledgement.
• Investigate each complaint thoroughly, analysing all the facts and related documentation.
• Gather the information you need from internal teams and external partners.
• Draft Final Response Letters that are clear, fair, and evidence a full investigation.

Skills

Complaint handling

FCA regulation

DISP & Consumer Duty

Written communication

Analytical thinking

AI‑friendly

Tools

ShareDo

Job description

Zego in the United Kingdom is seeking a Complaints Handler to own a caseload from acknowledgement through final response, thoroughly investigating, reaching fair outcomes and explaining them clearly in line with DISP and Consumer Duty. You’ll report to the Complaints Team Leader and collaborate with Claims, Fraud, Customer Support, and Sales.

You will use AI daily to support investigations, maintain case management records, and drive root-cause analysis to improve customer outcomes.