Insurance Operations Specialist

Monzo; London, Cardiff; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

A financial technology company in London is seeking an Insurance Operations Specialist to streamline the day-to-day running of their insurance products. You will manage escalations and improve customer experience collaboratively with various teams. Ideal candidates will have customer-facing experience and strong attention to detail. The position offers a competitive salary between £40,400 - £50,000 and flexible working options.

Benefits

Flexible working hours

Learning budget of £1,000 a year

Share options

Qualifications

• Proven experience in customer-facing roles within a consumer insurance operation.
• Strong attention to detail is essential.
• Ability to design operational processes from scratch.

Responsibilities

• Ensure smooth day-to-day running of insurance products.
• Manage escalations and track key trends.
• Communicate efficiently with customers.

Skills

Customer-facing experience

Operational process design

Attention to detail

Empathy in communication

Job description

We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ️

We’re building insurance that actually works for people – no jargon, no faff, no feeling like you’re being caught out. Our mission is to offer simple, reliable and delightful insurance products that meet real-life needs, backed by great underwriting and claims partners to power seamless internal operations and exceptional customer experiences. We recently launched our first product line, Home insurance, with plans to expand across multiple insurance categories over the coming years. We're a small, focused team with ambitious growth targets and a chance to build something special from the ground up.

The Role

We’re looking for an Insurance Operations Specialist to help ensure the smooth day-to-day running of our insurance products. You’ll be close to the customer experience, managing escalations, tracking key trends and shaping the processes and guidance we’ll need as we scale. Reporting into our Insurance Operations Lead, you’ll work closely with our Customer Operations team, as well as our insurance partners, the underwriters and claims handlers.

You’ll play a key role in the following areas…

• Championing best practices when it comes to all internal insurance processes, including updating internal guidance and saved responses
• Working closely with our Customer Operations team to ensure we communicate efficiently, compliantly, and empathetically with our customers
• Ensuring accurate, efficient, compliant, and delightful delivery of key operational elements of the customer journey
• Escalating sensitive and high priority cases to the claims handlers
• Sharing customer feedback, pain points and ideas with the Product Team, and help them shape future changes to our product
• You are passionate about delivering a great customer experience
• You are comfortable designing operational processes from scratch
• You pride yourself on strong attention to detail
• You have proven experience in customer-facing roles within a consumer insurance operation
• You work collaboratively with people at all levels and across functions and cultures

The interview process:

Our interview process involves 3 main stages:

• 30 minute Recruiter Call
• Initial Call with our a member of the team
• 2-3 interviews

Our average process takes around 2-3 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions ahead of this please contact us on [e-mail]

What’s in it for you:

£40,400 - £50,000 dependant on experience share options

London, Cardiff or remote within the UK available, with occasional travel to the London office

We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team

Learning budget of £1,000 a year for books, training courses and conferences

And much more, see our full list of benefitshere

#LI-TK1

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog , 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage

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