Description
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.
Purpose of the role
First Notification of Loss is the first thing a customer experiences after an accident, and it sets the tone for everything that follows. In 18 months, every Zego customer reporting a loss will get an accurate, empathetic first contact and be routed to the right next step first time. You are the reason claims start clean, so the rest of the journey runs smoothly.
Responsibilities
- Handle First Notification of Loss queries by phone, email and live chat with empathy, accuracy and efficiency.
- Capture every relevant claim detail correctly at first contact, so nothing has to be chased again later.
- Triage customers and route them to the right next step in their claims journey.
- Leave customers feeling heard, supported and informed at a genuinely difficult moment.
- Keep records in our claims management systems accurate, protecting data quality at every stage.
- Work with the wider Claims team and supply chain partners so claims progress smoothly from the very first touchpoint.
Requirements
- Call centre experience. You have worked in a call centre and in a fast paced environment. Insurance experience is not required.
- Empathy under pressure. You communicate with clarity and warmth, especially when customers are in distress.
- An eye for detail. You get the facts right and build rapport quickly over the phone.
- Prioritisation at volume. You can multitask, set priorities and manage your time in a high volume contact centre.
- Shift availability. 37.5 hours a week, five days out of seven, on shifts between 8am and 6pm Monday to Sunday. That normally means one weekend a month.
- You work AI-first. You will use AI daily here, and we mean daily. You do not need to arrive 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.
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.