Adzuna
Legal Complaints Manager
Slater Gordon
Liverpool, UK
£48,127 – £48,127
Full-time
21 days ago
Slater and Gordon are a leading consumer law firm which provides a broad range of specialist legal and complementary services. We are underg…
About Zego
Insurance hasn’t changed much in over a century. The way we live, work and travel has.
Good drivers are the entire point of Zego. Seven in 10 drivers on the road are consistently good, but until telematics came along there was no way to prove it, so nearly everyone paid a price based on averages. Zego is the company built to change that.
At Zego, we’re leading the AI evolution in insurance.
We move fast, without the layers that usually slow things down. AI takes the routine work off every team, from Finance to Product to Marketing, so people ship real code and launch custom dashboards in minutes. Engineering commits are entirely AI-assisted, which shifts the focus from team size to the quality of your thinking, and our data warehouse connects directly to an AI assistant for instant answers. Backed by a modern tech stack (Claude Code, Snowflake, Figma and Zapier) and a commitment to adopting new tools in days rather than quarters, you get complete ownership to do the most impactful work of your career.
Purpose of the role
This is a new role with real scope. You will lead Zego's complaints function - spanning Customer Support, FOS Complaints, and Claims - and own how we meet our obligations under DISP and the Consumer Duty.
You set standards, not caseloads. You will be accountable for team performance, the quality and fairness of outcomes, and the accuracy of our regulatory reporting. You will own the operating model and drive continuous improvement across people, process, governance, and technology - from root cause analysis and MI reporting to vulnerable customer handling and calibration.
The role reports to the Head of Technical Claims, Complaints and QA, works closely with Legal, Compliance, and Claims leadership, and represents complaints at governance forums and in regulatory and audit activity.
If you want a function that performs consistently, develops its people, and reaches decisions that hold up under scrutiny -from customers, FOS, and regulators -this is where you build it.
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- monthly, quarterly, and annually
Ensure every theme has a named owner, action plan, and measured outcome
Translate findings into process, product, or policy recommendations
Regulatory Compliance & FOS
Oversee FOS referrals and hold sign-off authority on Final Response Letters
Deliver accurate FCA regulatory reporting, including DISP returns
Build and own a relationship with FOS, manage decisions, implementations and lessons learned
Consumer Duty & Customer Outcomes
Conduct monthly customer outcome assessments under PRIN 2A
Ensure vulnerable customer handling meets regulatory standards
Oversee negative sentiment reporting across review and social platforms
Quality, Governance & MI
Oversee complaint handler competence in line with DISP 1.2
Ensure QA outputs feed directly into coaching and training
Own the monthly complaints dashboard and represent complaints at governance and audit activity
What you will need to be successful
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
Experience representing a complaints or claims team at governance forums, senior leadership briefings, or in audit and regulatory review activity.
You work AI-first. You will use AI daily here, and we mean
Neutral 2–4 sentence summary of what working at this company is like, drawn from public reviews and press coverage. Tone, collaboration style, pace, benefits highlights.
£45,000 – £60,000 (Glassdoor, Levels.fyi, 2025)
Slater and Gordon are a leading consumer law firm which provides a broad range of specialist legal and complementary services. We are underg…