Complaints Handler

About Zego 🚀

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.

We're not just updating insurance; We're leading the AI evolution in insurance 🤖

For us, AI isn't a line on a roadmap or a buzzword on a slide. It's our operating reality, and it's how we build products that back drivers instead of the old insurance playbook.

We don't do things slowly, and we don't do bureaucracy. We back high-performance builders who want ownership, early responsibility and the chance to do the most career-defining work of their lives. You'll get the space to try things, the tools to move fast, and the room to see your ideas reach millions of drivers.

Do not take our word for it. Read what Zegons say about us on Glassdoor.

If you're ready to build the future of insurance, we're hiring.

Purpose of the role

Complaints are where things get real - the customer is already frustrated or in distress, the stakes are higher, and poor handling has direct regulatory consequences.

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 - and you'll take pride in getting it right for the customer first time.

You'll report to the Complaints Team Leader and work closely with teams across Claims, Fraud, Customer Support, and Sales to get to the right answer and fix the root cause.

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

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