Customer Operations Associate, Urban Jungle
£28-29k
+ Share options
4+ days a week in office (Oval, London)
Insurance for the demands of a new generation
Posted today
Insurance for the demands of a new generation
21-100 employees
Posted today
£28-29k
+ Share options
4+ days a week in office (Oval, London)
21-100 employees
Company mission
To make home insurance that’s fair - to you, your wallet, and the planet.
Role
Who you are
- 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
What the job involves
- We're looking for a Customer 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 a Customer 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
Salary benchmarks
Our take
Urban Jungle was founded in 2016 by a team from both in and outside of the insurance industry. Jimmy Williams and Greg Smyth noticed that the insurance industry was moving at a really slow pace, hardly taking advantage of the available technology and often leaving customers behind, especially younger ones. Now Urban Jungle is the top rated home insurance provider in the UK.
Modern insurers have inherited, from their 80s predecessors, a highly inefficient general approach to the industry: when launching a new system, only new customers are included in it, while old customers remain in the old system. Customer Service Operatives at really big insurers are fishing in different systems to find people's records and that does not favour productivity at all. The challenge with Urban Jungle’s process is to build up the insurance experience from scratch taking advantage of the technology that has been developed in recent years, reducing costs and empowering customers.
Special attention needs to be paid to the insurance product. The responsiveness to the way people's risks are changing over time is a key aspect that insurers should always bear in mind. Adapting the insurance product to ever-changing needs is definitely the main challenge for Urban Jungle and its competitors, and the best way to do it is to keep continuous and direct contact with customers. Regularly testing the current insurance offer and showing readiness when adapting the product to a new necessity is the real turning point and what Urban Jungle is working for.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Apr 2024
$15m
SERIES A
May 2022
$22.1m
SERIES A
Total funding: $58.5m
Company benefits
- 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
Company values
- Customer First. We do the right thing, even when no one is watching. We’ll always talk to our community of customers to stay on top of what that is
- Be Responsible. We don’t just say we care, we show it with our actions. We make decisions that take into account the world around us, whether that be considering the environment, supporting diversity or creating a great place to work
- Keep Getting Better. We always look for ways to innovate and improve next time. We’re open and honest about what’s working and not
- Aim For Extraordinary. Nothing daunts us. We never back away from the toughest problems, and hold ourselves to the highest standards. We’re setting a new pace in an industry that moves slowly
Company HQ
Lambeth, London, UK
Articles
Leadership
Jimmy Williams
(Co-Founder & CEO)Their background is in Consulting, where they worked with various insurers, tech providers in financial services, and price comparison sites, as a Principal at OC&C.
Greg Smyth
(Co-Founder & CTO)They were most recently VP of Research and Data Technology at Winton Capita. Previously they worked at Facebook, starting their first engineering team in London, and Google.
People progressing
Julia joined the team as a Data Analyst in 2020, and was promoted to Senior Data Analyst after 1 year. Now Julia is a Director of Analytics and BI.
Tiago joined Urban as a Software Engineer in 2019, and after several promotions, they are now a Principal Engineer.
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