Complaints Handler

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 Job Data by YubHub .