Compliance Manager, Urban Jungle

• 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

• 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
• We’re a fast-growing business, so there will be plenty of opportunities to innovate, improve processes, and influence the way we operate as a function. If you’re passionate about delivering great customer outcomes, thrive in a fast-paced environment, and turning challenges into opportunities, we’d love to hear from you!
• 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

• 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

Total funding: $58.7m

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.