Arbeitnow
Complaints Team Leader
Lendable
London, UK
Full-time
Remote
26 days ago
About LendableLendable is on a mission to build the world's best technology to help people get credit and save money. We're building one of…
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
Claims complaints at an insurer are where things get real — the customer is already in distress, the stakes are higher, and poor handling has direct regulatory consequences.
As Team Leader for Claims Complaints, you'll own the day-to-day running of a team of case handlers, balancing hands-on case work with genuine people leadership. You'll ensure complaints are investigated thoroughly, resolved fairly, and handled in line with DISP and Consumer Duty — and you'll be accountable for the standard your team sets.
You'll report to the Complaints Manager and work closely with the Customer Support & FOS Team Leader to keep standards consistent across the wider function.
What you will be doing
Team Leadership
Manage day-to-day operations across case assignment, workload distribution, and queue management
Hold regular 1-2-1s, set development plans, and drive continuous improvement in your team
Escalate complex, sensitive, or high-risk cases to the Complaints Manager promptly
Monitor KPIs and identify areas for improvement
Quality & Compliance
Sign off Final Response Letters, ensuring they are clear, fair, and evidence a full investigation
Keep complaints logged, acknowledged, and progressed within DISP timescales
Apply Consumer Duty and vulnerable customer standards consistently across all case handling
Collaboration
Work with Claims Technical, Underwriting, and Legal & Regulatory Affairs on coverage, avoidance, or legal risk complaints
Partner with the Customer Support & FOS Team Leader to maintain consistent standards across the function
Contribute to QA reviews, training needs analysis, and complaint trend improvements
What you will need to be successful
Essential
Experience handling motor insurance claims or complaints within an FCA-regulated environment.
Working knowledge of DISP and Consumer Duty as they apply to complaint handling.
Experience leading a team, or clear readiness to step into a first-line leadership role.
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 working towards a financial services qualification.
Experience of ShareDo, Snowflake, or Looker, or equivalent case management and MI tools.
What it’s like to work at Zego
At Zego, we operate like a high-performing sports team. We come together as one, driven by ambition, backed by real support, and united by a shared mission to win.
Working here means having the backing, the coaching, and an inclusive community of Zegons across the UK and Europe who celebrate your wins and raise your game. It also means holding ourselves to high standards: moving with urgency, taking complete ownership, and embracing honest feedback that helps us continuously learn and evolve.
This is your opp
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)
About LendableLendable is on a mission to build the world's best technology to help people get credit and save money. We're building one of…