Operations Manager, Urban Jungle
£45-50k
+ Share Options
Urban Jungle crafts insurance for the demands of a new generation. B-Corp Certified.
Job no longer available
Urban Jungle crafts insurance for the demands of a new generation. B-Corp Certified.
21-100 employees
Job no longer available
£45-50k
+ Share Options
21-100 employees
Company mission
To craft great insurance for the demands of a new generation. End of story.
Role
Who you are
- At least 2 years of experience in a relevant role, with a background in operations within a customer-facing or client-facing environment
- Experience of working directly with customers, including handling complaints, escalations or complex customer issues. You are passionate about customer experience, and building a fair and scalable customer-facing business
- You’re a true ‘Operator’ - you have strong attention to detail, but can see the wood for the trees. You’re energised by problems of all shapes and sizes, and have experience of scaling or designing processes
- Experience guiding and overseeing a team, including providing feedback, coaching and structured training sessions
- 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 treat everyone with integrity, respect and kindness - whether it’s your colleagues, our customers, or our partners
- You’ll be a champion of our values, and encourage others to be the same
What the job involves
- We’re looking for a customer-focused Operations Manager to help us become the most efficient Insurance business in the world!
- As our Operations Manager, your role is pivotal in maintaining our high standards of exceptional customer experience while championing customer-centric decision-making throughout the business
- Leveraging your expertise in process, people, and project management, you’ll manage a highly-efficient team to build or iterate scalable processes, and tackle the wide range of operational problems that a high-growth environment brings
- In this role, you’ll work closely with our Head of Operations, Mollie, as well as getting lots of exposure to our senior team, who have previously led some of the world’s fastest growing businesses, as part of playing a pivotal role in achieving our company’s growth plans
- Take ownership of day-to-day operations, ensuring our team maintains our high bar across customer experience, operational excellence, and complaint handling
- Make sure we are prepared to scale our customer base by running functional projects or collaborating with teams across Urban Jungle to get stuff done
- Help us build and maintain a brilliant team of smart, ambitious people. Design and run training sessions, give feedback and coaching, and be a great people manager
- Become an expert in our operational tooling, and own the setup, maintenance and improvement of those systems
- We’re growing fast - so there will be many opportunities to contribute to the broader company, and lots of progression opportunities in the role overall
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 inefficent 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 a 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
Insights
Many candidates hear
back within 2 weeks
49% female employees
29% employee growth in 12 months
Company
Employee endorsements
Opportunities to learn
"This is a learning environment. Not only are we encouraged to ask and learn from others but we are encouraged to teach and share our own knowledge...."
Funding (last 2 of 7 rounds)
Apr 2024
$14.6m
SERIES A
May 2022
$21.6m
SERIES A
Total funding: $57.1m
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
(CEO & Co-Founder)His background is in consulting, where he worked with various insurers, tech providers in financial services, and price comparison sites, as a Principal at OC&C.
Greg Smyth
(CTO & Co-Founder)He was most recently VP of Research and Data Technology at Winton Capita. Previously he worked at Facebook, starting their first engineering team in London, and Google.
People progressing
Julia joined the team as our Data Analyst in 2020, and was promoted to Senior Data Analyst after 1 year. Julia now heads up our BI & Analytics team at Urban Jungle.
Tiago joined us as Software Engineer in 2019, and after several promotions, he is now our Principal Engineer.
Lara joined us as Junior UX/UI Designer in 2021 and was promoted to UX/UI Designer after 18 months in the role.
Jacob joined as Operations Associate in 2022 and was promoted to Senior Operations Associate after less than a year.
Sandra started her career as an NHS doctor before joining the team as a Software Engineer. After just 9 months, she was promoted to Senior Software Engineer.
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