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Head of Customer Operations

About us

At Urban Jungle, we’re making insurance fair - to people, planet and wallets. We're one of the fastest-growing businesses in the UK, working to fix one of the biggest industries in the world.

We put customers at the heart of everything we do, using data and technology to make insurance simple, flexible, and affordable. 

We care about our impact on the planet, becoming a B Corp in 2022 and offsetting our carbon emissions every year. 

So far, we’ve helped 300,000 customers get better insurance and become one of the top-rated home insurance providers in the UK.

We placed 1st in Tempo's 2024 award for best startup to work for, and are in the top 10 of Deloitte’s Fast 50. We’ve raised over £43m in funding to date to help us with our mission.

We’re looking for people to join our team of kind, talented people on a mission to change the insurance industry for good.


About the role

We’re looking for an exceptional Head of Customer Operations to join our team and play a key role in driving our business forward.

This is a hands-on role where you’ll be involved in everything from process optimisation to team development. You’ll be responsible for ensuring our day-to-day operations run smoothly, while driving efficiency and exceptional customer experiences as we scale. You’ll also have the chance to lead a talented team, streamline processes, and make impactful decisions that will shape the way we operate as a company. 

As Head of Customer Operations, you’ll work closely with our Operations Director, Devisha, 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 our Operations team.


Here’s what you’ll get up to:

  • Take the lead in driving seamless daily operations, optimising workflows, and ensuring our team consistently outperforms SLAs with excellence.
  • Collaborating with our Operations Director, you'll create and execute forward-thinking strategies to fuel our growth and efficiency.
  • Inspire and lead a high-performing Operations team, from hiring and onboarding to mentoring and accelerating their professional development.
  • You’ll uncover opportunities to scale by working with our Product and Engineering teams to automate and streamline processes for greater impact.
  • Deliver outstanding customer satisfaction by managing escalations in complex or regulatory-driven environments.
  • Ensure compliance with regulatory requirements (e.g., KYC/AML), while proactively managing risks to keep our operations running smoothly.

You've read this far! Here's what we need from you:

  • At least 4+ years of experience in support operations management, ideally in customer-facing roles within fast-growing businesses.
  • You’ve successfully led and developed high-performing teams in B2C environments.
  • You can think strategically while also getting stuck into the details. You’re comfortable working in a fast-paced, high-growth environment.
  • You can work across all levels of the business, from team members to senior leadership, and communicate effectively.
  • You’re skilled at handling complex customer issues and have experience in regulated environments.
  • You’re familiar with customer support tools like Zendesk and know how to set up and optimise them for success.

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.


About our offer

We’re taking an office-centric approach to work (with lots of flexibility built-in) and the team is based in Oval, London.

In addition to our positive, open working environment, you can expect the following benefits of working at Urban Jungle:

  • A starting salary of between £70,000 - £80,000*, and share options that can increase alongside performance and growth.
  • 25 days paid 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.

*If our advertised salary doesn’t suit your current expectations, just let us know.


About our commitment

Urban Jungle is an equal opportunity employer and fairness and respect are at the heart of who we are and how we work. We do not discriminate based on race, age, ethnicity, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity or disability. We know that in order to build a truly successful business, we need a team of diverse individuals who can offer a variety of skills, experiences and perspectives.

Apply here!