📍 Job Overview

Job Title: Customer Support Executive
Company: Zego
Location: Halifax, Calderdale, United Kingdom
Job Type: Hybrid (1 day per week in the office)
Category: Customer Support
Date Posted: 2025-06-27
Experience Level: 2-5 years
Remote Status: Hybrid

🚀 Role Summary

📝 Enhancement Note: This role is ideal for individuals with a strong analytical mindset, great judgment, and a passion for upholding fairness and safety in motor insurance. The primary focus is to protect Zego from risk by taking action on customers who fall outside the company's driving and compliance standards.

💻 Primary Responsibilities

📝 Enhancement Note: The key responsibilities revolve around reviewing accounts that have triggered alerts related to unsafe driving, telematics scores, or policy breaches. Swift and fair action is required to cancel policies where necessary, while maintaining Zego's tone of voice in customer communications.
Risk Identification: Spot patterns of non-compliance and driving behaviour that fall below Zego’s thresholds, and help define and refine the company's 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 Zego's decisions.
Cross-Team Collaboration: Work closely with fraud, customer service, and product teams to share insights, streamline processes, and protect Zego's customers and brand.
Continuous Improvement: Provide feedback on current processes and help evolve Zego's risk response strategy in line with emerging trends and technologies.

🎓 Skills & Qualifications

Education: A relevant degree or equivalent experience in insurance, risk management, or a related field.

Experience: Proven experience within insurance, ideally in fraud, claims, or underwriting, with a strong track record of making confident decisions and communicating effectively with customers.

Required Skills:

Strong analytical thinking and risk assessment abilities
Excellent communication skills, both written and verbal
Confident decision-making and process-driven mindset
Curiosity and tech-friendliness, with a willingness to learn new systems
Experience working with insurance policies and understanding of FCA guidelines

Preferred Skills:

Familiarity with telematics and driving data analysis
Experience using customer relationship management (CRM) software
Knowledge of motor insurance industry trends and best practices

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: £25,000 - £35,000 per year (Based on market research for Customer Support Executives in the UK insurance industry)

Benefits:

Private Medical Insurance
Company Share Options
Generous Holiday Allowance
Wellbeing Benefits

Working Hours: Full-time (40 hours per week), with flexible working hours and one day per week in the office.

🎯 Team & Company Context

🏢 Company Culture

Industry: Insurance, with a focus on motor insurance for good drivers.

Company Size: Medium-sized, with a team of around 250 employees.

Founded: 2016

Team Structure:

Operations team, responsible for policy enforcement and customer support
Fraud team, focused on detecting and preventing fraudulent activities
Customer Service team, handling customer inquiries and complaints
Product team, developing and improving Zego's insurance products and services

Development Methodology:

Agile/Scrum methodologies, with regular sprint planning and cross-functional collaboration
Continuous improvement and innovation, driven by data analysis and customer feedback

Company Website: zego.com

📝 Enhancement Note: Zego fosters a flexible and collaborative work environment, with a strong focus on using AI to improve processes and protect customers. The company values diversity and offers competitive benefits to its employees.

📈 Career & Growth Analysis

Customer Support Executive Career Level: This role is an entry to mid-level position within the customer support and operations teams. The primary responsibility is to protect Zego from risk by taking action on customers who fall outside the company's driving and compliance standards.

Reporting Structure: This role reports directly to the Operations Manager and works closely with the Fraud, Customer Service, and Product teams.

Technical Impact: The Customer Support Executive plays a crucial role in maintaining Zego's high standards for driving safety and compliance, contributing to the overall protection of the company and its customers.

Growth Opportunities:

Progression to a Senior Customer Support Executive or Team Lead role, with increased responsibilities and team management opportunities.
Transition to other teams within Zego, such as Fraud, Customer Service, or Product, based on individual interests and skills.
Professional development opportunities, including training, workshops, and conference attendance, to enhance knowledge and skills in insurance and risk management.

📝 Enhancement Note: Zego offers a clear career progression path for Customer Support Executives, with opportunities for growth and development within the operations team and across other departments.

🌐 Work Environment

Office Type: Hybrid, with one day per week in the Halifax office and the rest of the week working remotely.

Office Location(s): Halifax, Calderdale, United Kingdom

Workspace Context:

The Halifax office provides a collaborative and modern workspace, with multiple monitors and testing devices available for employees.
Remote work requires a suitable home office setup, with reliable internet access and a quiet, dedicated workspace.
Zego encourages cross-functional collaboration and knowledge sharing, with regular team meetings and company-wide events.

Work Schedule: Flexible working hours, with one day per week in the office and the rest of the week working remotely. The role requires occasional weekend or evening work to handle customer inquiries and cancellations.

📝 Enhancement Note: Zego's hybrid work arrangement offers a good balance between collaborative face time and flexible remote work, setting employees up to achieve the right balance between work and life.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to discuss the role, Zego's company culture, and answer any initial questions.
Case Study & Role-Play: A practical assessment involving a case study and role-play scenarios, focusing on decision-making, communication, and customer support skills.
Final Interview: A meeting with the Operations Manager and other team members to discuss the candidate's fit for the role and Zego's company culture.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: (N/A for this role)

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's analytical thinking, decision-making, and communication skills, as well as their cultural fit within Zego's operations team.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Fairness and integrity in decision-making
Excellent communication and active listening skills
Strong analytical thinking and risk assessment abilities
Collaboration and teamwork, with a focus on protecting Zego and its customers
Continuous learning and improvement, driven by data analysis and customer feedback

Collaboration Style:

Cross-functional collaboration with fraud, customer service, and product teams
Regular team meetings and company-wide events to foster knowledge sharing and professional development
A supportive and inclusive work environment, with a strong focus on diversity and equality

📝 Enhancement Note: Zego's customer support team values fairness, integrity, and excellent communication, with a strong focus on collaboration and continuous learning and improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Identifying patterns of non-compliance and driving behaviour that fall below Zego’s thresholds
Making confident decisions and communicating effectively with customers regarding cancellations
Balancing the need for fairness and safety in motor insurance with the desire to maintain customer satisfaction

Learning & Development Opportunities:

Gaining experience in insurance policy enforcement and risk management
Developing strong analytical thinking and decision-making skills
Enhancing communication skills, both written and verbal, in a customer-facing role
Learning about the motor insurance industry, trends, and best practices
Growing professionally within Zego's operations team or transitioning to other departments

📝 Enhancement Note: This role presents unique challenges and opportunities for growth and development within Zego's customer support and operations teams.

💡 Interview Preparation

Technical Questions:

Analytical Thinking: Describe a time when you had to analyze complex data to make a decision. How did you approach the situation, and what was the outcome?
Decision Making: Can you share an example of a difficult decision you had to make in a previous role? How did you arrive at your decision, and what was the result?
Communication Skills: How would you explain a complex insurance policy to a customer in simple terms? Can you provide an example?

Company & Culture Questions:

Company Understanding: What do you understand about Zego's mission and values, and how do they appeal to you?
Team Fit: How do you think you would fit into Zego's customer support team, and what unique qualities do you bring to the role?
Problem-Solving: Describe a time when you had to solve a difficult problem in a customer-facing role. How did you approach the situation, and what was the outcome?

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: Preparing for the interview involves demonstrating strong analytical thinking, decision-making, and communication skills, as well as a solid understanding of Zego's company culture and values.

📌 Application Steps

To apply for this Customer Support Executive position at Zego:

Submit your application through the application link provided.
Tailor your resume and cover letter to highlight your relevant experience and skills in insurance, risk management, or a related field.
Research Zego's company culture, mission, and values to demonstrate your understanding and enthusiasm for the role.
Prepare for the interview process by practicing your decision-making and communication skills, and familiarizing yourself with Zego's products and services.

📝 Enhancement Note: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Zego before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

Tailor every section specifically to customer support roles, with a focus on risk management, policy enforcement, and customer communication
Include insurance industry-specific terminology and best practices
Emphasize strong analytical thinking, decision-making, and communication skills
Address customer support team dynamics, cross-functional collaboration with fraud, customer service, and product teams
Focus on customer support career progression, continuous learning, and professional development opportunities

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information
Only include Enhancement Notes when making significant inferences about customer support processes, team structure, or company culture
Be comprehensive but concise, prioritizing actionable information over descriptive text
Strategically distribute customer support and insurance industry-related keywords throughout all sections naturally
Provide realistic salary ranges based on location, experience level, and customer support specialization

Industry Expertise:

Include specific insurance industry terminology, risk management techniques, and policy enforcement procedures
Address customer support career progression paths and technical leadership opportunities within customer support teams
Provide tactical advice for customer support interviews, focusing on decision-making, communication, and problem-solving skills
Include customer support team-specific interview preparation and case study guidance
Emphasize fairness, integrity, and excellent communication in customer support roles

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout
Use customer support and insurance industry terminology appropriately and accurately
Include comprehensive benefits and growth opportunities relevant to customer support professionals
Provide actionable insights that give customer support candidates a competitive advantage
Focus on customer support team culture, cross-functional collaboration, and customer impact measurement

Customer Support Focus & Interview Emphasis:

Emphasize strong analytical thinking, decision-making, and communication skills in customer support roles
Include specific interview preparation advice for decision-making, communication, and problem-solving scenarios
Address customer support team dynamics, cross-functional collaboration, and continuous learning opportunities
Focus on customer support career progression, professional development, and technical leadership opportunities within customer support teams

Avoid:

Generic business jargon not relevant to customer support or insurance industry roles
Placeholder text or incomplete sections
Repetitive content across different sections
Non-customer support terminology unless relevant to the specific role or company context
Marketing language unrelated to customer support, insurance industry trends, or risk management best practices

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support professionals evaluating career opportunities and preparing for technical interviews in the customer support and insurance industry.

Customer Support Executive