Customer Support Team Lead in London

About Zego
We’re a commercial motor insurer on a mission to save people time and money. From nationwide taxi fleets to self-employed scooter delivery riders, our customers are our driving force. We’re making insurance fairer and more human for every one of them.

When we started back in 2016, we knew that traditional insurance held businesses back. It was too complicated, too expensive and too time consuming. So we set out to change things, building insurance solutions that empower professional drivers throughout the UK and Europe.

So far, we’ve raised over $200 million in funding. We’ve grown from a scrappy start-up into an industry changing organisation, and there’s plenty more to come.

It’s an exciting time to join Zego and we are looking for a Customer Support Team Lead to provide quality and efficient customer experience through the daily management and coaching of a team of customer support executives.

What you will be doing

• You will structure and develop a motivated and engaged UK Customer Support (CS) team that offers a consistent level of exceptional service to our customers – demonstrating a passion to get into the detail and lead by example.
• You will mentor, motivate and develop customer service executives and nurture an environment where they can excel through encouragement and empowerment.
• You will communicate confidently when handling customer issues.
• You will recognise and inform the business of cases of potential fraudulent activities.
• You will develop and maintain scalable and robust interactive on-boarding training for CS Executives.
• You will maintain and enhance reporting tools and reports relevant to CS operations.
• You will facilitate the development and implementation of processes relevant to the changing business needs of the UK motor insurance market.
• You will work with key stakeholders to review our customer journey and design and implement processes and procedures to ensure Zego are ‘best in class’ across all customer touch points.

What you will need to be successful

• You have experience of mentoring and developing high performing call centre- service executives and can nurture an environment where they can excel through encouragement and empowerment.
• You are a strategic thinker with proven experience of building and owning a year long strategy, including setting targets and designing how to achieve those targets.
• You are growth minded and driven by shaping the future of Zego.
• You have experience with a Customer Record Management (CRM) tool.
• You are able to manage multiple priorities across multiple channels in a fast-paced environment.
• You are a confident communicator.
• You have a proven record of consistently excellent performance.
• You are able to balance the demands of your own targets with those of line management duties.

What’s it like to work at Zego?

Joining Zego is a career-defining move. People go further here, reaching their full potential to achieve extraordinary things. We’re spread throughout the UK and Europe, and united by our drive to get things done. We’re proud of our company and our culture – a friendly and inclusive space where we can lift each other up and celebrate our wins every day.

Together, we’re setting the bar higher, delivering exceptional work that makes a difference. Our people are the most important part of our story, and everyone here plays a role. There’s loads of room to learn and grow, and you’ll get the freedom to steer your career wherever you want.

You’ll work alongside a talented group who embrace each other's differences and aren’t afraid of a challenge. We recognise our achievements, learn from our mistakes, and help each other to be the best we can be. Together, we’re making insurance matter.

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. It’s not “hybrid working” as you might know it – we don’t ask you to work from the office on set days. It’s a flexible approach that allows every Zegon to be their best.

Home can still be your primary place of work, with some office days and team days and events at our central London office when we need to get together. We cover the costs for all company-wide events (3 per year), and provide a separate hybrid contribution to help pay towards travel costs for our monthly socials and get-togethers.

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.

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 are 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.