Complaints Manager

Zego; Greater London; Hybrid; GBP 90,000 - 125,000; Full time

Benefits offered by this job

Annual performance bonus

Share options

Private medical insurance

Pension & generous holidays

£1,000 learning stipend

Job summary

Zego is seeking a high-impact leader to run the complaints resolution function in a FCA-regulated environment. You will lead Team Leaders, ensure regulatory targets and high-quality outcomes, and drive AI-enabled improvements across governance and customer experience.

Based in London with hybrid working; you will partner with QA, policy, and product teams to shape robust complaint handling, governance, and performance dashboards.

Qualifications

• Proven experience leading a complaints resolution team within an FCA-regulated environment.
• Strong knowledge of motor insurance claims processes and DISP/ICOBS/Consumer Duty implications.
• Experience presenting to governance forums, senior leadership, or regulatory bodies.
• Proactive, AI-first mindset with curiosity and ownership to drive improvement.

Responsibilities

• Lead the complaints resolution function, setting expectations and developing capability of Team Leaders.
• Own end-to-end complaint handling performance against quality, volume, timeliness, and regulatory targets.
• Oversee FOS referrals and sign-off Final Response Letters; manage FCA reporting.
• Drive RCA framework monthly, quarterly and annually with measurable outcomes.
• Ensure compliance with PRIN 2A and responsible for customer outcomes and vulnerable customers.

Skills

Complaints management

Regulatory knowledge

Motor insurance claims

AI literacy

Governance participation

Education

Cert CII / Dip CII

Bachelor’s degree

Tools

ShareDo

Snowflake

Looker

Job description

About Zego

At Zego, we're on a mission to do the good thing, not the insurance thing.

Insurance hasn't changed much in over a century. The way we live, work and travel has. We're building the real-time, AI-driven infrastructure that powers innovative insurance, so good drivers get cover that works the way they actually drive.

We're not just updating insurance; We're leading the AI evolution in insurance

For us, AI isn't a line on a roadmap or a buzzword on a slide. It's our operating reality, and it's how we build products that back drivers instead of the old insurance playbook.

We don't do things slowly, and we don't do bureaucracy. We back high-performance builders who want ownership, early responsibility and the chance to do the most career-defining work of their lives. You'll get the space to try things, the tools to move fast, and the room to see your ideas reach millions of drivers.

Do not take our word for it. Read what Zegons say about us on Glassdoor.

If you're ready to build the future of insurance, we're hiring.

What you will be doing

Team Leadership

• Line manage Team Leaders, setting expectations and developing their capability
• Own function performance against quality, volume, timeliness, and regulatory targets
• Act as escalation point for complex or high-risk complaints

Root Cause Analysis & Continuous Improvement

• Own the end-to-end RCA framework- monthly, quarterly, and annually
• Ensure every theme has a named owner, action plan, and measured outcome
• Translate findings into process, product, or policy recommendations

Regulatory Compliance & FOS

• Oversee FOS referrals and hold sign-off authority on Final Response Letters
• Deliver accurate FCA regulatory reporting, including DISP returns
• Build and own a relationship with FOS, manage decisions, implementations and lessons learned

Consumer Duty & Customer Outcomes

• Conduct monthly customer outcome assessments under PRIN 2A
• Ensure vulnerable customer handling meets regulatory standards
• Oversee negative sentiment reporting across review and social platforms

Quality, Governance & MI

• Oversee complaint handler competence in line with DISP 1.2
• Ensure QA outputs feed directly into coaching and training
• Own the monthly complaints dashboard and represent complaints at governance and audit activity

What you will need to be successful

Essential:

• Proven experience managing a complaints resolution team within an FCA-regulated financial services environment, ideally insurance.
• Strong Motor Insurance Claims experience and process knowledge.
• Strong working knowledge of DISP, Consumer Duty, and ICOBS, and how these apply to day-to-day complaint handling and escalation.
• Root cause analysis experience and proven measurable impact improving complaints MI and AI driven dashboards
• Experience representing a complaints or claims team at governance forums, senior leadership briefings, or in audit and regulatory review activity.
• You work AI-first. You will use AI daily here, and we mean daily. You do not need to be an expert, but you do need to arrive curious, experiment fast, and take ownership of getting good quickly. People who wait to be trained will find this uncomfortable.

Desirable:

• Cert CII or Dip CII, or other financial services qualification.
• Direct experience managing FOS referrals and outcomes.
• Familiarity with ShareDo, Snowflake, or Looker, or equivalent case management and MI tools.

The Zego ways of working

Teams work better with time to collaborate and space to get things done. We call it Zego Hybrid: some of us are in our office (central London or Halifax) weekly, others monthly or quarterly. It's about finding the balance between face time and focus that produces great work and a healthy life around it.

We also make a point of getting everyone in the same room. Teams come together every quarter, and once a year the whole company does, properly. It's a serious investment and consistently one of the best parts of the year.

Here is what the last one looked like.

Benefits

• Market-competitive salary, benchmarked against your function and reviewed every year.
• Annual performance bonus, linked to company performance and your contribution.
• Share options, a real stake in the company and a share in the future you build
• Private medical insurance.
• Pension, generous holiday, and £1,000 a year to spend on getting to the office or learning something new.
• Cutting-edge systems and tools, so you always have what you need to drive your impact.

Ready to do the most impactful work of your career? We want to hear from you.

Zego, leading the AI evolution in insurance.

Equal opportunities

We're an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, or disability status.