Operations Associate

Urban Jungle; Greater London; On-site; GBP 28,000 - 36,000; Full time

Job summary

Urban Jungle in Greater London is seeking an Operations Associate to help us deliver a world-class customer experience while redefining the insurance landscape. You will be talking directly to customers, handling day-to-day operations, owning and optimising the claims journey, and collaborating with Ops, Product, Engineering and Insurance teams to drive improvements and scale our functions.

The role involves solving problems, thinking strategically, and delivering results for our growing

Qualifications

• Exceptional written and verbal communication to support 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 and aren’t afraid to roll up your sleeves to meet deadlines.

Responsibilities

• Deliver a world-class customer experience as part of redefining the insurance industry.
• Support customers directly via phone, chat and email and troubleshoot problems.
• Own and optimise the customer claims journey and drive operational improvements across teams.
• Collaborate with Ops, Product, Engineering and Insurance to scale functions and launch new features.

Skills

Communication skills

Problem solving

Multitasking

Customer focus

Cross-functional collaboration

Job description

Requirements

• 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

What the job involves

• 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
• 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