FNOL Claims Handler

About Zego

At Zego, we understand that traditional motor insurance holds good drivers back. It's too complicated, too expensive, and it doesn't reflect how well you actually drive. Since 2016, we have been on a mission to change that by offering the lowest priced insurance for good drivers.

From van drivers and gig workers to everyday car drivers, our customers are the driving force behind everything we do. We've sold tens of millions of policies and raised over $200 million in funding and picked up numerous awards, including the Insurance Claims Team Of The Year 2024 as awarded at The Insurance Post's Claims & Fraud Awards. And we're only just getting started.

That's where you come in...

We're on the lookout for a passionate, driven, and eager FNOL Claims Handler to grow with our team in Halifax. This is a fantastic opportunity for individuals who may not have prior insurance experience but are eager to learn and thrive in a fast-paced, customer-facing environment.

What you will be doing

You will be the first point of contact for customers at their most crucial moments, handling First Notification of Loss (FNOL) queries via phone, email and live chat, with empathy, accuracy, and efficiency.

You will capture all relevant claim details accurately at first point of contact, ensuring customers are triaged and routed to the right next step in their claims journey.

You will ensure that every customer interaction reflects Zego's commitment to exceptional service, leaving customers feeling heard, supported, and informed.

You will work collaboratively with our wider Claims team and supply chain partners to ensure seamless claim progression from the very first touchpoint.

You will maintain accurate records within our claims management systems, ensuring data quality at every stage.

What you will need to be successful

You bring a positive and proactive mindset, displaying enthusiasm for acquiring new knowledge and embracing challenges.

You have a natural ability to communicate with empathy and clarity, especially when customers are in distress.

You’re happy to work in a call centre environment, building rapport and supporting customers.

You have an eye for detail and a flair for building rapport quickly over the phone.

You have the ability to multitask, set priorities, and manage time effectively in a high-volume contact centre environment.

We are looking for a dedicated and flexible individual to join our team. This position requires availability to work 37.5 hours per week. Our standard working hours include weekdays, evenings, and weekends, and you will be expected to work a 5 out of 7 days per week shift schedule.

This role requires shift working

Monday to Friday: 8am-4:40pm or 9:30am - 6pm

Saturday is 8am-6pm

Sunday 10am-4pm

What's it like to work at Zego

Zego has a truly international and inclusive team, unified by great ideas and collaborative thoughtfulness. Our people are the most important part of our story and everyone plays an essential role in our journey. We look for people who have expertise, enthusiasm and who are motivated by change. There’s plenty of room to learn and grow, as part of our ongoing training programmes or directly from other experts. You’ll work alongside a talented group of people who respect each other's differences and seek to understand fresh perspectives.

How we work

We believe that teams work better when they have time to collaborate and space to get things done. We call it Zego Hybrid.

Our hybrid way of working is unique. We foster a flexible approach that empowers every Zegon to perform at their best. You would be expected to be in our Halifax office once or twice per month. We will provide a hybrid contribution to help pay towards your travel costs and cover the costs for all company-wide events (3 per year).

We think it's a good mix of collaborative face time and flexible home-working, setting us up to achieve the right balance between work and life.

Our approach t