Compliance Manager

Story Terrace Inc.; Greater London; On-site; GBP 45,000 - 50,000; Full time

Benefits offered by this job

25 days paid leave

Rapid Progression

Real Impact

A Clear Plan

A dedicated development budget

Well-being support

Enhanced parental leave

Social events and team communities

Job summary

An innovative company is seeking a dedicated Complaints Manager to enhance customer satisfaction and streamline complaint processes. In this pivotal role, you will manage escalated complaints, ensure compliance with regulations, and lead a team to deliver exceptional customer outcomes. With a commitment to fairness and continuous improvement, you'll have the opportunity to make a real impact in a fast-paced environment. This role offers a dynamic work culture with ample opportunities for personal and professional growth, making it a perfect fit for those passionate about customer service and operational excellence.

Qualifications

• Proven experience in complaints handling and resolution.
• Strong leadership skills with a focus on customer satisfaction.

Responsibilities

• Manage end-to-end complaints process with a customer-first mindset.
• Lead a team to navigate complex complaints and improve processes.

Skills

Complaints Handling

Leadership

Data Analysis

Communication

Customer Empathy

Education

Experience in Regulated Industry

Job description

About us

At Urban Jungle, we’re making insurance fair - to people, planet and wallets. We're one of the fastest-growing businesses in the UK, working to fix one of the biggest industries in the world.

We put customers at the heart of everything we do, using data and technology to make insurance simple, flexible, and affordable.

We care about our impact on the planet, becoming a B Corp in 2022 and offsetting our carbon emissions every year.

So far, we’ve helped 300,000 customers get better insurance and become one of the top-rated home insurance providers in the UK.

We placed 1st in Tempo's 2024 award for best startup to work for, and are in the top 10 of Deloitte’s Fast 50. We’ve raised over £43m in funding to date to help us with our mission.

We’re looking for people to join our team of kind, talented people on a mission to change the insurance industry for good.

About the role

We’re looking for a customer-focused Complaints Manager to play a key role in shaping how we handle complaints and make a genuine impact to our customers.

As our Complaints Manager, you’ll take ownership of the end-to-end complaints process, ensuring that customer concerns are handled with care, accuracy, and a customer-first mindset. Beyond managing complaints, you’ll lead and guide a small team, helping them navigate complex cases and continuously improve our approach.

In this role, you’ll work closely alongside our Operations Managers and report directly to our Operations Director, Devisha, to refine and enhance our complaints strategy.

We’re a fast-growing business, so there will be plenty of opportunities to innovate, improve processes, and influence the way we operate as a function. If you’re passionate about delivering great customer outcomes, thrive in a fast-paced environment, and turning challenges into opportunities, we’d love to hear from you!

Here’s what you’ll get up to:

• Act as the go-to expert for escalated customer complaints, ensuring high-stakes issues are handled with precision, empathy, and efficiency.
• Keep our complaint resolution process razor-sharp and fully aligned with FCA regulations, safeguarding compliance while championing customer fairness.
• You will be the key liaison with the Financial Ombudsman to ensure every customer receives a just and transparent outcome.
• Deliver impactful training to upskill the team in communication, compliance, and customer empathy—turning every challenge into an opportunity for excellence.
• Maintain meticulous records of all complaints and resolutions, leveraging insights to refine processes and enhance the overall customer experience. Provide regular, data-driven reports on complaint trends, root causes, and resolution effectiveness—delivering actionable insights to leadership to fuel continuous improvement.

You've read this far! Here's what we need from you:

• Experience in a people leadership role, with a strong background in complaints handling and resolution, preferably in a regulated industry.
• You’ll be a champion of our values, and encourage others to be the same.
• You’ve managed complaints, escalations, or complex issues. You’re passionate about delivering fair outcomes and continuously improving the customer experience.
• You’re data-driven - you can track, analyse, and report complaint trends, using insights to drive process improvements and enhance customer satisfaction.
• You love to make things better, and you’re a natural idea generator. You can turn those ideas into scoped pieces of work, and you’ve played a part in many successful projects or initiatives.
• Excellent communication and collaboration; you can work with colleagues across an organisation to solve problems, and get things done.
• You enjoy managing a varied workload and you know how to prioritise effectively to get the right things done for your team and the business.
• You’re ambitious and eager to progress quickly to grow alongside the company.
• You apply yourself to everything you do, recognising the difference that makes to the business.
• You treat everyone with integrity, respect and kindness - whether it’s your colleagues, our customers, or our partners.

These requirements are a guide as to what we’re looking for, but if you don’t have all of the skills listed above, that’s okay! Please don’t let that hold you back from applying if the role excites you.

About our offer

We’re taking an office-centric approach to work (with lots of flexibility built-in) and the team is based in Oval, London.

In addition to our positive, open working environment, you can expect the following benefits of working at Urban Jungle:

• A starting salary of between £45,000 - £50,000*, and share options that can increase alongside performance and growth.
• 25 days paid leave, plus public holidays.
• Rapid Progression. We’ll give you the opportunity to experience loads, and develop rapidly. You’ll get tons of responsibility from day one, and all the feedback, coaching and support you need to fuel your career growth.
• Real Impact. You’ll work on big, interesting problems that will challenge you, and do so in a way that has a positive impact on people’s lives, the planet and our community.
• A Clear Plan. We’ll give you the clarity on what we want to achieve, with the freedom and autonomy for you to decide how we get there.
• The Best People. You’ll be surrounded by teammates who are exceptional at what they do, whilst being kind, honest people who champion our values.
• A dedicated development budget, access to a senior mentor, and training on whatever you need to do your job well.
• Well-being support. We’re committed to supporting both physical and mental well-being through access to therapy, weekly onsite yoga, and subsidised sports clubs.
• Enhanced parental leave, and support for parents returning to work.
• All. The. Fun. We regularly organise awesome socials and have some vibrant team communities such as book club and foodies.

*If our advertised salary doesn’t suit your current expectations, just let us know.

About our commitment

Urban Jungle is an equal opportunity employer and fairness and respect are at the heart of who we are and how we work. We do not discriminate based on race, age, ethnicity, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity or disability. We know that in order to build a truly successful business, we need a team of diverse individuals who can offer a variety of skills, experiences and perspectives.