Future Operations Talent Pool

Urban Jungle Services Ltd.; Greater London; Hybrid; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Share options

25 days paid annual leave

Rapid Progression

Real Impact

Clear Plan

The Best People

Development budget

Mentor access

Well-being support

Enhanced parental leave

All. The. Fun.

Job summary

Urban Jungle in London is seeking a proactive Operations team member to directly assist customers, progress claims and ensure smooth day-to-day operations. The role blends hands-on customer support with opportunities to improve processes and collaborate across teams.

You will be part of a fast-growing insurance tech company, contributing to product and customer experience improvements while delivering an exceptional service.

Qualifications

• Experience delivering excellent customer service across phone, chat and email.
• Able to troubleshoot problems and progress claims.
• Strong written and verbal communication skills.
• Comfortable juggling multiple priorities in a fast-paced environment.

Responsibilities

• Directly assist customers via phone, chat and email to resolve questions and progress claims.
• Identify opportunities to improve processes and collaborate with Operations, Product, Engineering and Insurance teams.
• Help scale operational processes and increase efficiency while keeping the customer at the heart of delivery.
• Contribute to new projects, launch initiatives and support growth of in-house claims workflows.
• Act as a voice for customers to influence product decisions and service delivery.

Skills

Customer-focused

Problem solving

Clear communication

Team collaboration

Job description

We’re always on the lookout for passionate, talented and customer-obsessed people to join our Operations team and help us transform the insurance industry.

We regularly hire members into our Operations team throughout the year, so whether you’re looking for a role now, or in the future, we’d love to hear from you!

Working in Operations at Urban Jungle means you’d be at the heart of how we deliver an exceptional experience for our customers. It’s a varied role where you’ll spend time directly helping customers, solving problems, progressing claims and making sure our day-to-day operations run smoothly.

You’d also have plenty of opportunity to look beyond the day-to-day - spotting ways we could work better, getting involved in projects and collaborating with teams across the business to improve our products and customer experience.

Here’s what you’ll get up to:

• You’d spend around half of your time working directly with customers across phone, chat and email - answering questions, troubleshooting problems, progressing claims and helping them navigate the world of insurance.
• You’d identify opportunities to make things better, then work with our Operations, Product, Engineering and Insurance teams to turn those ideas into reality.
• You’d play a key role in improving and scaling our operational processes as Urban Jungle grows, helping us become more efficient while keeping the customer at the heart of what we do.
• You’d get involved in exciting projects and new challenges - from helping build new operational functions to supporting the growth of our in-house claims process and launching new products.
• You’d be a voice for our customers across the business, making sure their feedback helps shape how we work and the products we build.

You've read this far! Here's what we're looking for from you:

Whether you're just starting out in your career or already have some experience under your belt, we're looking for curious, proactive problem solvers who want to have an impact on the lives of real people.

• You’re excited about being part of a business that’s trying to change a huge financial industry - even if you know nothing about insurance right now!
• You have exceptional written and verbal communication skills and can communicate clearly with both customers and colleagues.
• You’re energised by problems of all shapes and sizes and see them as an opportunity to make something better.
• You like to make things happen. When you need to juggle multiple priorities and deadlines, you’re not afraid to roll up your sleeves and get stuck in.
• You’re comfortable working directly with customers and genuinely care about delivering an exceptional experience.
• You’re curious and always looking for ways to learn, improve and challenge how things are done.
• You manage your time well and can balance day-to-day work with longer‑term projects and improvements.
• 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:

• Share options that can increase alongside performance and growth.
• 25 days paid annual 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.

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 400,000 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 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.