# Complaints Team Leader - Claims

**Company**: Zego
**Location**: Halifax
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Insurance
**Industry**: Insurance

**Apply**: https://jobs.ashbyhq.com/zego/359b0271-8f09-4cdf-90ed-ba2b0ed00910?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_c3492009-24a

## 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.

As Team Leader for Claims Complaints, you'll own the day-to-day running of a team of case handlers, balancing hands-on case work with genuine people leadership. You'll ensure complaints are investigated thoroughly, resolved fairly, and handled in line with DISP and Consumer Duty , and you'll be accountable for the standard your team sets.

**Responsibilities**

**Team Leadership**

- Manage day-to-day operations across case assignment, workload distribution, and queue management

- Hold regular 1-2-1s, set development plans, and drive continuous improvement in your team

- Escalate complex, sensitive, or high-risk cases to the Complaints Manager promptly

- Monitor KPIs and identify areas for improvement

**Quality & Compliance**

- Sign off Final Response Letters, ensuring they are clear, fair, and evidence a full investigation

- Keep complaints logged, acknowledged, and progressed within DISP timescales

- Apply Consumer Duty and vulnerable customer standards consistently across all case handling

**Collaboration**

- Work with Claims Technical, Underwriting, and Legal & Regulatory Affairs on coverage, avoidance, or legal risk complaints

- Partner with the Customer Support & FOS Team Leader to maintain consistent standards across the function

- Contribute to QA reviews, training needs analysis, and complaint trend improvements

**Requirements**

**Essential**

- Experience handling motor insurance claims or complaints within an FCA-regulated environment.

- Working knowledge of DISP and Consumer Duty as they apply to complaint handling.

- Experience leading a team, or clear readiness to step into a first-line leadership role.

- 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.

**Desirable:**

- Cert CII or working towards a financial services qualification.

- Experience of ShareDo, Snowflake, or Looker, or equivalent case management and MI tools.

**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.

## Skills

### Required
- DISP
- Consumer Duty
- AI

### Nice to have
- Cert CII
- ShareDo
- Snowflake
- Looker

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/zego/359b0271-8f09-4cdf-90ed-ba2b0ed00910?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)