Operational Resilience Professional Customer Solutions · London Office ·

ABOUT HOMEPROTECT

We founded Homeprotect on a simple principle - to provide protection to people underserved by the home insurance industry.

Since 2002, we've been combining smart technology with real human expertise to protect hundreds of thousands of unique homes across the UK, and we're just getting started.

• COVER FOR ALMOST EVERY HOME
• WHAT IT'S LIKE TO WORK HERE

Our customers come from all walks of life and so do our people.

We're a small but perfectly formed team of insurance specialists, technologists, data scientists and customer champions - all bringing individual expertise, an appetite for innovation and a shared ambition to protect the homes and things people love.

We work at pace, but we trust our people to work in a way that brings out their best.

You'll collaborate closely across teams, have real ownership from day one and see the impact you have first-hand with flexible working to help you balance the needs of your role with the rhythm of your life.

We've been recognised as a Great Place to Work UK for seven consecutive years - most recently ranked 29th nationally, jumping 71 places in a single year.

ROLE PURPOSE

Sitting within the Operational Assurance team, you’ll help make sure Homeprotect keeps running when things go wrong, and that customers are looked after when they do.

You’ll support our resilience and continuity work, take ownership of smaller incidents yourself, and back up the Incident Manager on the bigger ones.

It’s a hands‑on role where you’ll build your experience by doing the work, with support from the team around you.

KEY RESPONSIBILITIES

• OPERATIONAL RESILIENCE
• Support the upkeep of the operational resilience and business continuity frameworks, in line with ISO 22301 and UK regulatory requirements.
• Help refresh Business Impact Assessments (BIAs) and Business Continuity Plans (BCPs), and keep the annual review on track.
• Help plan and run continuity testing and scenario testing, and record the outcomes and actions.
• Support work on Important Business Services (IBS), including mapping and impact tolerances.
• Help coordinate reviews of third‑party continuity plans.
• Log and track resilience risks, issues, and vulnerabilities with business areas until they’re resolved.
• Knowledge of RCSA processes, and dealing with Risk Events and Emerging Risks
• Help manage team risk registers and engage/support stakeholders around the business
• Contribute to the annual self‑assessment.
• INCIDENT MANAGEMENT
• Take ownership of lower‑level incidents from start to finish.

This is a chance to build hands‑on experience by running incidents yourself, with the Incident Manager’s support and guidance when you need it.

• Triage, classify, and elevate incidents, and make sure actions are closed on time.
• Support the Incident Manager on larger incidents by joining calls, keeping a clear record of decisions and next steps, and following up on actions.
• Help assess the potential or actual impact on customers, including customers with vulnerabilities, so remediation lines up with Consumer Duty.
• Carry out root cause analysis and post‑incident reviews for the incidents you own, and assist on the bigger ones. Track follow‑up actions with the people responsible.
• Prepare incident KPIs and reports, and flag trends or repeat issues.
• Support the Customer Incident Management Process (CIMP) committee with papers, actions, and follow‑up.
• Help identify ways to automate or simplify incident logging, monitoring, and closure.
• ESG
• Support delivery of our ESG strategy by tracking actions, milestones, and dependencies.
• Collect and prepare ESG data and updates from teams across the business.
• KNOWLEDGE, SKILLS & EXPERIENCE

ESSENTIAL

• Experience in operational resilience, business continuity, incident or problem management, risk, compliance, or a related area
• A working understanding of risk management and how controls work.
• Strong attention to detail, and good, organised record keeping.
• Confident analysing data and spotting patterns in risk metrics, incident trends, and action tracking.
• Clear written and spoken communication, with the confidence to ask questions and challenge constructively.
• Able to build good working relationships and juggle several priorities.

DESIRABLE

• Experience in insurance, financial services, or another regulated industry.
• Knowledge of ISO 22301, the FCA’s operational resilience rules, or Consumer Duty.
• Experience of root cause analysis or post‑incident reviews.
• Familiarity with incident management tools, or an interest in automation.
• Interest in ESG, sustainability, or responsible business.

BENEFITS

We want you to feel rewarded, supported and set up to thrive throughout your career with us.

Learning and

Growth: We invest in your development through structured learning, mentoring, buddying, on‑the‑job experience and cross‑functional projects.

We support role‑relevant professional qualifications where they'll make the biggest difference, and our Lunch and Learn sessions to help you stay connected to what’s going on right across the business.

Health and

Wellbeing: Your wellbeing matters here.

We offer private healthcare through BUPA, an Employee Assistance Programme covering legal, financial and counselling support for you, a Wellbeing Centre with online tools and resources, regular wellbeing seminars and workshops, annual flu jabs and an annual eye care voucher.

Financial Security and

Reward: We offer an annual discretionary bonus scheme upto 30% of your base pay, life insurance at four times your salary, and a pension with Aegon.

You'll also receive a significant discount on Homeprotect home insurance - with a friends and family discount too, and a staff referral bonus when someone you recommend joins the team.

Time Off: 25 days' annual leave plus bank holidays, with the option to buy or sell up to five additional days each year.

• Genuine
• Flexible

Working: We trust our people to work in a way that best suits them - with flexible working to balance the needs of your role with the rhythm of your life.

We ask that everyone comes into the office at least once a week, as we believe in‑person connection is important for collaboration, culture and building great relationships.

You'll receive a homeworking starter kit from day one and can claim towards additional home office equipment within your first six months.

Purpose and

Community: We care about more than just the work.

Through our charity partnership with Refuge, the UK's largest specialist domestic abuse charity and regular social, wellbeing and charitable events throughout the year, there are plenty of ways to connect, give back and feel part of something bigger.

UNIQUE AS STANDARD

We're proud to be an equal opportunity employer and actively encourage applications from all backgrounds.

We believe in celebrating difference – everything that makes both our customers and our people unique.

We consider visa sponsorship on a case by case basis for the right candidate.

We encourage you to let us know if you need any extra help with your application or have any requirements at any stage of the recruitment journey, we want the process to work for you.

REGULATORY RESPONSIBILITIES

As an FCA regulated insurer, doing the right thing isn't a compliance requirement - it's simply how we work.

All colleagues are expected to uphold the FCA Individual Conduct Rules (1–6) and act with integrity, due skill and care, openness with regulators and a genuine commitment to delivering good outcomes for our customers.

You’ll work within approved processes and authority limits, keep accurate and auditable records, protect data under UK GDPR and our information security policies, elevate risks and exceptions promptly, report incidents, breaches and any financial crime or sanctions concerns (including via whistleblowing), support vulnerable customers with reasonable adjustments, and complete all mandatory training to maintain competence.

If the role falls within SM&CR, a supplementary document outlining the key regulatory responsibilities will be provided.

#J-18808-Ljbffr