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For Companies At a Glance
- Tasks: As a Customer Support Executive, you'll review accounts and take action on non-compliance issues.
- Company: Zego is revolutionising motor insurance for good drivers since 2016, with numerous awards and significant funding.
- Benefits: Enjoy a competitive salary, private medical insurance, share options, generous holidays, and wellbeing perks.
- Other info: Work hybrid, with one day a week in the Halifax office, and participate in company-wide events.
- Why this job: Join a mission-driven team that values fairness and safety in motor insurance while working flexibly.
- Qualifications: Strong analytical skills, insurance experience, great communication, and a curious mindset are essential.
The predicted salary is between 28800 - 43200 £ per year.
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 aCustomer Support Executivein our Operations team, you’ll play a critical role in protecting Zego from risk by taking action on customers who fall outside our driving and compliance standards. You’ll be responsible for cancelling policies that breach our rules – including those with persistent poor driving scores or failure to meet policy requirements.
This role is ideal for someone with an investigative mindset, great judgment, and a passion for upholding fairness and safety in motor insurance.
What You\’ll Be Doing
- Actioning Non-Compliance/Poor drivers:Review accounts that have triggered alerts related to unsafe driving, telematics scores, or policy breaches. Take swift and fair action to cancel policies where required.
- Risk Identification:Spot patterns of non-compliance and driving behaviour that fall below Zego’s thresholds. Help define and refine our approach to policy enforcement.
- Decision Making:Cancel policies in line with internal processes and FCA guidelines, documenting each case clearly and accurately.
- Customer Communication:Deliver clear and professional messages to customers around cancellations, helping them understand the reasons behind our decisions while maintaining Zego’s tone of voice.
- Cross-Team Collaboration:Work closely with our, Fraud, Customer Service and product teams to share insights, streamline processes, and protect our customers and brand.
- Continuous Improvement:Provide feedback on current processes and help evolve our risk response strategy in line with emerging trends and technologies.
What You\’ll Need to Be Successful
- Strong analytical thinking– You can quickly assess risk indicators and apply consistent, fair judgment in difficult decisions.
- Insurance or risk operations experience– You’ve worked within insurance before, ideally in fraud, claims, or underwriting.
- Great communication skills– You’re comfortable delivering firm but empathetic messages to customers, both in writing and over the phone.
- Confident decision-making– You’re comfortable working autonomously and can defend your choices when challenged.
- Process-driven mindset– You follow procedures with care but aren’t afraid to suggest improvements.
- Curious and tech-friendly– You enjoy using tools to support your work and are eager to learn new systems.
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. We offer a Hybrid contribution for all company-wide events (3 per year) and help you pay towards other travel costs. 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 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. This is your chance to do the most meaningful work of your career – and we’ll provide you with the tools, support, and freedom to do it well.
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. And that’s just for starters.
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.
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Customer Support Executive employer: Zego
Contact Detail:
Zego Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Executive
✨Tip Number 1
Familiarise yourself with Zego's mission and values. Understanding their approach to motor insurance and how they prioritise good drivers will help you align your answers during interviews and demonstrate your enthusiasm for the role.
✨Tip Number 2
Brush up on your analytical skills. Since the role requires strong analytical thinking, practice assessing risk indicators and making decisions based on data. This will prepare you for the types of scenarios you might encounter in the job.
✨Tip Number 3
Prepare for customer communication scenarios. Think about how you would deliver firm yet empathetic messages to customers regarding policy cancellations. Role-playing these conversations can help you feel more confident during the interview.
✨Tip Number 4
Network with current or former employees if possible. They can provide insights into the company culture and the specific challenges faced in the Customer Support Executive role, giving you an edge in your application process.
We think you need these skills to ace Customer Support Executive
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Support Executive at Zego. Familiarise yourself with their mission and values, especially regarding customer communication and risk management.
Tailor Your CV: Highlight relevant experience in insurance or risk operations, particularly any roles involving fraud, claims, or underwriting. Emphasise your analytical thinking and decision-making skills, as these are crucial for the position.
Craft a Compelling Cover Letter: In your cover letter, express your passion for upholding fairness and safety in motor insurance. Provide examples of how you've successfully communicated difficult messages to customers and made tough decisions in previous roles.
Showcase Your Tech Savviness: Mention any tools or systems you've used in past roles that relate to customer support or risk assessment. Zego values tech-friendly candidates, so demonstrating your eagerness to learn new systems will set you apart.
How to prepare for a job interview at Zego
✨Show Your Analytical Skills
As a Customer Support Executive, you'll need strong analytical thinking. Be prepared to discuss examples from your past where you've assessed risk indicators and made fair judgments. This will demonstrate your ability to handle the responsibilities of the role.
✨Communicate Clearly and Empathetically
Great communication skills are essential for this position. Practice delivering firm but empathetic messages, as you may need to explain policy cancellations to customers. Role-play scenarios with a friend to refine your approach.
✨Demonstrate Decision-Making Confidence
You’ll be making important decisions autonomously, so it's crucial to show confidence in your decision-making abilities. Prepare to discuss situations where you've had to make tough calls and how you justified those decisions.
✨Be Curious About Technology
Zego values tech-friendly candidates who enjoy using tools to support their work. Familiarise yourself with any relevant software or systems used in insurance or customer support, and express your eagerness to learn new technologies during the interview.