# Complaints Handler

**Company**: Zego
**Location**: London
**Work arrangement**: hybrid
**Job type**: full-time
**Category**: Customer Service
**Industry**: Insurance

**Apply**: https://jobs.ashbyhq.com/zego/1dc8a75d-59c2-4930-a031-c147bc6f2938?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/complaints-handler-e3fa66fe-f78/

## Description

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

For more fresh new jobs, check out [yubhub.co](https://yubhub.co/).

## Skills

### Required
- DISP
- Consumer Duty
- complaint handling
- analytical skills
- written communication
- emotional intelligence
- AI

### Nice to have
- ShareDo

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/zego/1dc8a75d-59c2-4930-a031-c147bc6f2938?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)