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Complaints ManagerZego · London
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Zego

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Complaints Manager

🗓️ Posted 2026-09-25 London Fulltime Hybrid Customer Service Call Centre
💰 Salary Not shared 📊 Market 3,333 GBP–4,583 GBP/mo

About the Company

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 https://www.glassdoor.co.uk/Overview/Working-at-Zego-Insurance-EIIE1851459.11,25.htm. If you're ready to build the future of insurance, we're hiring. WHAT YOU WILL BE DOING Team Leadership - Line manage Team Leaders, setting expectations and developing their capability - Own function performance against quality, volume, timeliness, and regulatory targets - Act as escalation point for complex or high-risk complaints Root Cause Analysis & Continuous Improvement - Own the end-to-end RCA framework- mon

Requirements

  • ● Proven experience managing a complaints resolution team within an FCA-regulated financial services environment, ideally insurance.
  • ● Strong Motor Insurance Claims experience and process knowledge.
  • ● Strong working knowledge of DISP, Consumer Duty, and ICOBS, and how these apply to day-to-day complaint handling and escalation.
  • ● Root cause analysis experience and proven measurable impact improving complaints MI and AI driven dashboards
  • ● 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. People who wait to be trained will find this uncomfortable.
  • ● Cert CII or Dip CII, or other financial services qualification.
  • ● Direct experience managing FOS referrals and outcomes.
  • ● Familiarity with ShareDo, Snowflake, or Looker, or equivalent case management and MI tools.
  • ● THE ZEGO WAYS OF WORKING
  • ● Teams work better with time to collaborate and space to get things done. We call it Zego Hybrid: some of us are in our office (central London or Halifax) weekly, others monthly or quarterly. It's about finding the balance between face time and focus that produces great work and a healthy life around it.
  • ● We also make a point of getting everyone in the same room. Teams come together every quarter, and once a year the whole company does, properly. It's a serious investment and consistently one of the best parts of the year.
  • ● Here is what the last one looked like https://www.youtube.com/watch v QKOYDx6AMxQ.

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.
  • ● Ready to do the most impactful work of your career We want to hear from you.
  • ● Zego, leading the AI evolution in insurance.
  • ● EQUAL OPPORTUNITIES
  • ● We're an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, or disability status.