Operations Associate

About Us

We’re Urban Jungle and we’re here to change the insurance industry for good.

Urban Jungle was founded in 2016 after we experienced first-hand just how rigid and outdated the insurance industry is. We saw no embrace of technology and no empathy for real-world situations - like how people are renting for longer, and with more flatmates. We knew people shouldn’t have to settle for less.

We brought our own-label insurance products to market in 2019 and have since sold over 80,000 policies. Putting the customer at the heart of what we do and leveraging the use of technology, we’ve built insurance products that are fair, simple and created for the times we live in.

We continue to diversify our product range to meet the needs of a new generation of people. Going from strength to strength, we placed 1st in the TechRound100 2021, 12th in the Startups100 2021 and we won the “Best Employer Award” in the UK FinTech Awards 2021. We’ve raised $22M to date and have amassed over 4,000 5-star TrustPilot reviews.


About The Role

We’re looking for a self-confessed people-person to join our growing Operations team at Urban Jungle.

As an Operations Associate, you will be in a uniquely varied role within the business - talking directly to our customers daily and contributing to business wide projects.

We put the customer at the heart of everything we do, so we’ll look to you to continually optimise our customer journey and come up with new ways to delight our customers.

In this role, you’ll report to our Head of Operations, Camille Charbit.


Here’s what you’ll get up to:

  • Deal with customer queries, problems, and feedback via phone, chat, and email. Around 50% of your time will be spent supporting our customers.
  • Execute operational processes, such as processing refunds, cancellations, and tracking and uploading claims to our systems.
  • Assist other teams around the business with their operational processes. You could be supporting our Finance team one week, and the Marketing team the next!
  • Identify specific customer issues and opportunities and work with our Ops, Product, and Insurance teams to make our products better!
  • Be the voice of the customer in cross-functional projects, for example, designing a new claims handling service.
  • Run projects to help improve and scale our Operations function.
  • Use insights and feedback to develop new and creative ways to optimise the experience for our customers.

You've read this far! Here's what we’re looking for from you:

  • No Operations experience is necessary, so long as you can demonstrate a drive to help solve customer issues.
  • Exceptional written and verbal communication skills to support our customers every step of the way.
  • A natural problem-solver with a “test and learn” mentality.
  • An extraordinary level of attention-to-detail
  • Super organised and comfortable multitasking to tight deadlines.
  • Not afraid to get stuck in and willing to roll up your sleeves to get customer and business problems solved
  • Above all, you’ll care passionately about delivering an exceptional experience to our customers.

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 and the team is based in Oval, London. Here’s what to expect when working at Urban Jungle:

  • A starting salary of between £25,000 - £28,000 depending on experience
  • A share of our successes. Every Urban Jungler receives share options that can increase alongside performance and growth.
  • An impact from day one. Our business is scaling and increasing in complexity by the day. You'll work on ambitious projects, and your contribution will significantly impact the success of Urban Jungle now and in the future.
  • Dedicated development. Continuous learning and growth are part of our DNA. You’ll have a dedicated senior mentor, training on whatever you need to do your job well and a dedicated personal development budget.
  • Well-being support. We’re committed to supporting both physical and mental well-being through a variety of initiatives designed to help you feel your best.
  • A commitment to our values. Our values inform our policies, processes, decisions and actions. They are core to how we operate as a business.
  • 25 days paid leave, plus public holidays.
  • All. The. Fun. We regularly organise awesome socials and have some vibrant team communities like book club, foodies, and sports.

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.

We accept applications from candidates requiring visa sponsorship.