AI-Driven Complaints Specialist (FCA Regulated)

Zego; Greater London; Hybrid; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Annual performance bonus

Share options

Private medical insurance

Pension and generous holiday

Office travel allowance

Job summary

Zego is seeking a Complaints Handler in London to own a caseload from acknowledgement to final response, investigate thoroughly, and explain outcomes clearly in line with DISP and Consumer Duty. You will collaborate with Claims, Fraud, Customer Support, and Sales to resolve cases and improve processes.

You’ll use AI-driven tools daily to enhance efficiency and accuracy, taking ownership and driving timely resolutions in a fast-paced environment.

Qualifications

• Proven experience handling complaints end to end within an FCA-regulated environment, ideally motor insurance.
• 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.
• AI-first mindset with daily use of AI in work.

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.
• Keep customers informed throughout and manage expectations along the way.
• Stay in control of your workload by actively monitoring and updating case management systems.
• Collaborate with Claims, Fraud, Customer Support, and Sales to resolve complaints and address root causes.

Skills

Complaints handling

FCA/Regulatory knowledge

Written communication

Analytical thinking

AI adaptation

Tools

ShareDo

Job description

Zego is seeking a Complaints Handler in London to own a caseload from acknowledgement to final response, investigate thoroughly, and explain outcomes clearly in line with DISP and Consumer Duty. You will collaborate with Claims, Fraud, Customer Support, and Sales to resolve cases and improve processes.

You’ll use AI-driven tools daily to enhance efficiency and accuracy, taking ownership and driving timely resolutions in a fast-paced environment.