Complaints Manager, Urban Jungle
£45-50k
+ Share options
More information about location
4+ days a week in office (Oval, London)
Insurance for the demands of a new generation
Job no longer available
Insurance for the demands of a new generation
21-100 employees
Job no longer available
£45-50k
+ Share options
More information about location
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
- Experience in a people leadership role, with a strong background in complaints handling and resolution, preferably in a regulated industry
- You’ll be a champion of our values, and encourage others to be the same
- You’ve managed complaints, escalations, or complex issues. You’re passionate about delivering fair outcomes and continuously improving the customer experience
- You’re data-driven - you can track, analyse, and report complaint trends, using insights to drive process improvements and enhance customer satisfaction
- You love to make things better, and you’re a natural idea generator. You can turn those ideas into scoped pieces of work, and you’ve played a part in many successful projects or initiatives
- Excellent communication and collaboration; you can work with colleagues across an organisation to solve problems, and get things done
- You enjoy managing a varied workload and you know how to prioritise effectively to get the right things done for your team and the business
- You’re ambitious and eager to progress quickly to grow alongside the company
- You apply yourself to everything you do, recognising the difference that makes to the business
- You treat everyone with integrity, respect and kindness - whether it’s your colleagues, our customers, or our partners
What the job involves
- We’re looking for a customer-focused Complaints Manager to play a key role in shaping how we handle complaints and make a genuine impact to our customers
- As our Complaints Manager, you’ll take ownership of the end-to-end complaints process, ensuring that customer concerns are handled with care, accuracy, and a customer-first mindset
- Beyond managing complaints, you’ll lead and guide a small team, helping them navigate complex cases and continuously improve our approach
- In this role, you’ll work closely alongside our Operations Managers and report directly to our Operations Director, Devisha, to refine and enhance our complaints strategy
- Act as the go-to expert for escalated customer complaints, ensuring high-stakes issues are handled with precision, empathy, and efficiency
- Keep our complaint resolution process razor-sharp and fully aligned with FCA regulations, safeguarding compliance while championing customer fairness
- You will be the key liaison with the Financial Ombudsman to ensure every customer receives a just and transparent outcome
- Deliver impactful training to upskill the team in communication, compliance, and customer empathy—turning every challenge into an opportunity for excellence
- Maintain meticulous records of all complaints and resolutions, leveraging insights to refine processes and enhance the overall customer experience
- Provide regular, data-driven reports on complaint trends, root causes, and resolution effectiveness—delivering actionable insights to leadership to fuel continuous improvement
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
$15.3m
SERIES A
May 2022
$22.6m
SERIES A
Total funding: $59.7m
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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