Customer Operations Director

4 days ago


London, Greater London, United Kingdom Urban Jungle Services Ltd. Full time

At Urban Jungle Services Ltd., we're revolutionizing the insurance industry by making it fair for people, the 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.

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We put our customers at the heart of everything we do, using data and technology to make insurance simple, flexible, and affordable. With a strong focus on sustainability, we've become a B Corp in 2022 and offset our carbon emissions every year.

We've helped 300,000 customers get better insurance and become one of the top-rated home insurance providers in the UK. Our dedication to customer satisfaction has earned us recognition as a leading startup employer, ranking 1st in Tempo's 2024 award for best startup to work for, and we're among the top 10 of Deloitte's Fast 50.

About the role

We're seeking an exceptional Head of Customer Operations to join our team and play a key role in driving our business forward. As a senior leader, you'll work closely with our Operations Director, Devisha, and collaborate with our senior team, who have previously led some of the world's fastest growing businesses.

  • Inspire and lead a high-performing Operations team, from hiring and onboarding to mentoring and accelerating their professional development.
  • 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.

The ideal candidate will have at least 4+ years of experience in support operations management, preferably in customer-facing roles within fast-growing businesses. You should be able to communicate effectively across all levels of the business and possess skills in handling complex customer issues and regulated environments.

About our offer

We're taking an office-centric approach to work (with lots of flexibility built-in) and our team is based in London. In addition to our positive, open working environment, you can expect:

  • A starting salary of £72,000*, along with share options that can increase alongside performance and growth.
  • A dedicated development budget, access to a senior mentor, and training on whatever you need to do your job well.
  • Enhanced parental leave, and support for parents returning to work.


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