Operations Associate

Story Terrace Inc.; Greater London; On-site; GBP 28,000 - 30,000; Full time

Benefits offered by this job

Salary £28k-£30k

Share options

25 days paid annual leave

Rapid Progression

Real Impact

Clear Plan

The Best People

Development budget

Well-being support

Enhanced parental leave

All. The. Fun.

Job summary

Urban Jungle is redefining the insurance industry from its Oval, London base. As an Operations Associate, you’ll engage directly with customers by phone, chat and email, guiding them through queries and the claims journey while helping scale our in-house processes.

You’ll collaborate across Ops, Product, Engineering and Insurance to deliver unbeatable customer experiences. You’ll champion customer feedback, identify improvements, and contribute to launching new products and operational

Qualifications

• Exceptional written and verbal communication to support customers and collaborate with teams across the business.
• Energetic about solving problems and making things happen.
• Able to multitask to meet deadlines and roll up sleeves when needed.
• Passionate about delivering an exceptional customer experience.

Responsibilities

• Be part of the team powering the business and driving operational efficiency for customers.
• Interact with customers directly via phone, chat and email; help with questions and claims progression.
• Identify opportunities to improve operations and collaborate with Ops, Product, Engineering and Insurance teams.
• Be the voice of the customer in cross-functional projects to improve service and accessibility.

Skills

Exceptional communication

Problem-solving mindset

Multitasking

Customer-focused

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 an Operations Associate to help us deliver a world-class experience for our customers as we continue to redefine the insurance industry.

We are building the world's most efficient and accessible insurance, and our Operations team is the engine that is powering this journey. In Ops, we’re establishing a strong foundation that allows Urban Jungle to scale fast - we do that by tackling problems, generating ideas, and getting stuff done. We work closely with our customers and other teams across Urban Jungle to keep customer experience the ‘North Star’ of our decision making.

As an Operations Associate, you will be in a uniquely varied role within the business - talking directly to our customers, ensuring day to day operations are handled effectively and efficiently, own and optimise our customers claims journey, and collaborating with wider teams around the business to deliver unbeatable customer experiences.

We put the customer at the heart of everything we do, so we’ll look to you to continually champion customer feedback within the business. You’ll also help us build new operational functions and tackle exciting challenges - such as playing a big role in enabling our in house claims process to grow and launching new products.

Here’s what you’ll get up to:

• Be part of the team that powers our business, making things happen for our customers and working on projects to make us more operationally efficient.
• Work directly with our customers - answering their questions, troubleshooting and solving problems, progressing claims, and helping them navigate the complex world of insurance. You can expect to spend around half of your working time assisting customers via phone, chat and email.
• Identify opportunities to make us better at what we do, and shape those ideas by collaborating with our Ops, Product, Engineering, and Insurance teams, allowing us to deliver initiatives or projects to help improve and scale our various functions.
• Be the voice of the customer in cross-functional projects, providing their feedback to ensure we are providing the best service possible, with the most accessible products.

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

• We are changing a huge financial industry - you are excited about being a part of this big challenge (even if you know nothing about Insurance right now!)
• Exceptional written and verbal communication skills to support our customers and collaborate with teams across the business.
• 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 multitask to meet deadlines, you’re not afraid to roll up your sleeves to get stuff done!
• Above all, you are passionate about delivering an exceptional experience to our growing customer base.

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 £28,000 - £30,000.
• 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 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.