Complaints Handler

At Zego, we're on a mission to revolutionize insurance with AI-driven infrastructure.

As a Complaints Handler, you'll own a caseload of customer complaints from acknowledgement through to final response. You'll investigate thoroughly, reach fair outcomes, and explain them clearly, all in line with DISP and Consumer Duty.

Case Handling

• 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

Quality & Compliance

• Keep complaints logged, acknowledged, and progressed within DISP timescales
• Apply Consumer Duty and vulnerable customer standards consistently across every case
• Escalate complex, sensitive, or high-risk cases to your Team Leader promptly
• Support complaints reporting to management, senior leaders, QA assessors, and Compliance

Collaboration

• Work with Claims, Fraud, Customer Support, and Sales to resolve complaints and address root causes
• Contribute to feedback sessions, process improvement discussions, and complaint trend insight

Requirements

• 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 work AI-first, using AI daily

Benefits

• Market-competitive salary
• Annual performance bonus
• Share options
• 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