Job Description
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…
As a Risk Management Executive in our Operations team, you’ll be the frontline voice for our customers, helping them navigate the world of telematics-based insurance. You will play a critical role in educating our policyholders on how to stay safe and compliant, while protecting Zego from risk by managing those who fall outside our driving standards.
This is a high-impact, customer-facing role where you will address technical queries regarding our Sense app, explain complex driving data, and manage sensitive conversations regarding policy compliance. You’ll be part of a team that ensures our customers have the support they need, exactly when they need it most.
What You’ll Be Doing
- Frontline Customer Assistance- Act as the primary point of contact for inbound calls, assisting customers with questions about our telematics app (Sense) and helping them troubleshoot technical issues.
- Customer Education- Proactively guide customers through their driving data. You’ll explain why certain behaviors may be flagged as “At Risk” or “Non-Compliant,” helping them understand how to improve their scores and maintain their cover.
- Managing Communications- Address concerns regarding automated communications customers have received, ensuring they understand the “why” behind our risk assessments with clarity and empathy.
- Guiding Compliance & Customer Journeys- Use strong analytical thinking to evaluate accounts that trigger risk alerts. You’ll look at the specific circumstances of each case to determine the most appropriate outcome—whether that involves pausing a customer’s journey, restarting a process to allow for improvement, or moving toward cancellation where risk thresholds are exceeded.
- Cross-Team Collaboration- Work hand-in-hand with our existing Risk, Fraud, and Product teams to share customer feedback and help refine our telematics tools and communication strategies.
- Decision Making- Apply internal processes and FCA guidelines to handle account queries and cancellations, ensuring every interaction is documented accurately.
What You’ll Need to Be Successful
- Exceptional Phone Manner: You are professional, patient, and able to set clear expectations with customers. You can turn a difficult conversation into a positive educational experience.
- Strong Time Management: You thrive in a fast-paced environment, effectively managing your time between inbound calls and administrative tasks without losing attention to detail.
- Analytical Thinking: You can quickly assess driving data and risk indicators, translating technical information into easy-to-understand advice for customers.
- Insurance or Operations Experience: Ideally, you have worked in a regulated environment before (insurance, fraud, or claims is a plus).
- Confident Communication: You’re comfortable delivering firm messages when necessary, while remaining empathetic and upholding Zego’s tone of voice.
- Tech-Friendly: You enjoy using modern tools and apps to support your work and are eager to help customers navigate our technology.
Working Hours: To ensure our customers can reach us at times most convenient to them, this role involves weekend work. Shifts will be scheduled between 8 am – 6 pm, Monday to Sunday.
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. We ask you to spend one day a week in our central Halifax office, allowing you to choose the day that works best for you and your team. We offer a Hybrid contribution for all company-wide events (3 per year) and help you pay towards other travel costs.
Our approach to AI
We believe in the power of AI to meaningfully improve how we work - helping us move faster, think differently, and focus on what matters most. At Zego, we encourage people to stay curious and intentional about how AI is leveraged in their work and teams to drive practical impact every day.
Benefits
We reward our people well. Join us and you’ll get a market-competitive salary, private medical insurance, company share options, generous holiday allowance, and a whole lot of wellbeing benefits.
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.
