Complaints Manager

ZEGO; Halifax; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Annual performance bonus

Share options

Private medical insurance

Pension

Job summary

ZEGO is seeking a senior head of complaints to lead Customer Support, FOS Complaints and Claims. You will shape the operating model, drive improvements, and ensure outcomes meet DISP and Consumer Duty standards.

You will partner with Legal, Compliance and Claims leadership and report to the Head of Technical Claims, Complaints and QA. You will own governance, KPI delivery, and regulatory reporting while developing people and processes to deliver fair, accurate outcomes in a fast-paced,

Qualifications

• Experience managing a complaints resolution team within an FCA-regulated financial services environment, ideally insurance.
• Strong Motor Insurance Claims knowledge and process understanding.
• Knowledge of DISP, Consumer Duty, ICOBS and how they apply to day-to-day complaint handling and escalation.
• Proven ability to translate RCA findings into actionable process, product or policy changes.
• A track record of improving complaints MI and building AI-driven dashboards.

Responsibilities

• Line manage Team Leaders and own function performance against quality, volume, timeliness, and regulatory targets.
• Oversee end-to-end RCA framework with regular reporting and accountable owners.
• Oversee FOS referrals and approve Final Response Letters; deliver FCA regulatory reporting including DISP returns.
• Conduct monthly customer outcome assessments and ensure vulnerable customer handling meets regulatory standards.
• Own the monthly complaints dashboard and represent complaints at governance and audit activity.

Skills

Team leadership

Root cause analysis

Regulatory compliance

FOS/Disp handling

AI-driven analytics

Regulatory reporting

Governance & audit

Customer outcomes

Stakeholder management

Problem solving

Tools

Snowflake

Looker

ShareDo

Job description

This is a new role with real scope. You will lead Zego's complaints function - spanning Customer Support, FOS Complaints, and Claims - and own how we meet our obligations under DISP and the Consumer Duty. You set standards, not caseloads. You will be accountable for team performance, the quality and fairness of outcomes, and the accuracy of our regulatory reporting. You will own the operating model and drive continuous improvement across people, process, governance, and technology - from root cause analysis and MI reporting to vulnerable customer handling and calibration. The role reports to the Head of Technical Claims, Complaints and QA, works closely with Legal, Compliance, and Claims leadership, and represents complaints at governance forums and in regulatory and audit activity. If you want a function that performs consistently, develops its people, and reaches decisions that hold up under scrutiny -from customers, FOS, and regulators -this is where you build it.

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
• 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.

Insurance, hasn't changed much in over a century. The way we live, work and travel has.

Good drivers are the entire point of Zego. Seven in 10 drivers on the road are consistently good, but until telematics came along there was no way to prove it, so nearly everyone paid a price based on averages. Zego is the company built to change that. At Zego, we're leading the AI evolution in insurance. We move fast, without the layers that usually slow things down. AI takes the routine work off every team, from Finance to Product to Marketing, so people ship real code and launch custom dashboards in minutes. Engineering commits are entirely AI-assisted, which shifts the focus from team size to the quality of your thinking, and our data warehouse connects directly to an AI assistant for instant answers. Backed by a modern tech stack (Claude Code, Snowflake, Figma and Zapier) and a commitment to adopting new tools in days rather than quarters, you get complete ownership to do the most impactful work of your career.

What it's like to work at Zego

At Zego, we operate like a high-performing sports team. We come together as one, driven by ambition, backed by real support, and united by a shared mission to win. Working here means having the backing, the coaching, and an inclusive community of Zegons across the UK and Europe who celebrate your wins and raise your game. It also means holding ourselves to high standards: moving with urgency, taking complete ownership, and embracing honest feedback that helps us continuously learn and evolve. This is your opportunity for a career-defining experience, and one you will own. Do not take our word for it. Read what Zegons say about us on . 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 central London office weekly, others monthly or quarterly. It is 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 is a serious investment and consistently one of the best parts of the year.

Salary and 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, for you and your family
• 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

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.