Claims Fulfilment Specialist

Job Description

👋🏻 Hello, we're Laka

You might not have heard of us yet - that's OK, you've found us now - come and find out more about our journey...

Founded in 2017, Laka set out to transform insurance by connecting passionate cyclists to form a collective and protect their bikes for when things go wrong - a better model for insurance was born. For once people come first in insurance by fairly sharing the cost amongst each other. We exist to rewrite the rules of insurance so it’s something people stand with, not against.

Our model: Laka makes sure everything runs smoothly for The Collective - from exceptionally fast claims, splitting the cost fairly, guaranteeing a maximum price and all the other heavy lifting of a regulated insurance business. For that service, the collective pays Laka a fee relative to the claims in a month.

Take a closer look at exactly what this means and how it works here

What have we been up to since then...?

In a nutshell, we've been very busy! Here are a few of the massive achievements we've had:

🚀 Raised a whopping £22m from amazing investors​

🚀 Grown the team to 60 Lakanauts, based across the UK and NL, enabling a choice-based, remote-first way of working

🚀 Launched Laka in a total of 7 countries, essentially helping more people in more places!

🚀 Captured the UK and NL enthusiast cyclist market and expanded into the fast-growing area of e-bikes

🚀 Been awarded 'Best Cycle Insurance Provider' (for the past 6 years in a row - go us! 🥳)

🚀 Opened 3 shiny new offices in London, Bristol & Amsterdam to provide spaces for people to collaborate as they like

🚀 We've also achieved a 5* rating on Google Reviews and Glassdoor - go check us out!

Help us continue to change an outdated industry...

We’re growing real fast on our path to make the Laka collective model the industry standard and we’re expanding across segments, products, and territories. We’re looking for innovative, bold and brave minds to help us build the world’s best insurance company.

🤘🏼 The role

Fulfilment Specialist at Laka Trade

As a Fulfilment Specialist at Laka, you'll play a crucial role in ensuring the smooth processing and fulfilment of claims for our collective members. Your hands-on expertise in fulfilling claims, whether by procuring bicycles and parts or generating e-vouchers, will be essential to accurately and efficiently meet our customers' needs. You'll communicate with customers to provide updates on the fulfilment process, manage expectations, and address any queries or concerns, ensuring a positive experience throughout the claims fulfilment journey. Additionally, you'll be responsible for salvaging replaced bicycles and components, managing the quoting and invoicing process, and facilitating the seamless and timely collection of damaged items, all while contributing to our sustainability efforts by reducing CO2 emissions through the recycling of recovered bicycles and items.

What you'll be getting up to:

• Procure bicycles and parts or generate e-vouchers to fulfil claims accurately and efficiently.
• Communicate with customers to provide updates on the fulfilment process and address any queries or concerns.
• Maintain a customer-centric approach to ensure a positive experience throughout the claims fulfilment journey.
• Manage the quoting and invoicing process for replaced items belonging to Laka Ltd.
• Facilitate the seamless and timely collection of damaged bicycles and parts.

Requirements

👉🏻 This role will be a great fit if you:

• Have strong empathy for cyclists and a good understanding of technical terms in cycling
• Understand what it looks like to go the extra mile and make a member's day
• Love learning new things and find self-fulfilment in helping people going through a rough patch (losing your bike isn't easy, you know)
• Be comfortable chatting with our members and show excellent English verbal & written communication skills
• Have a good understanding of (or the ability to quickly learn) tools such as Google Suite (Sheets, etc), Slack, Notion, and other in-house applications

Laka works primarily on a remote-first basis, however we feel that this particular role would benefit from being based in our London office (London Bridge) 3 days a week.

Benefits

🌟 Our perks

What can you expect from working at Laka?

🏠 Remote-first way of working - you choose whether you work from home or our beautiful offices in London & Bristol

📈 Share options - we want you to be rewarded for Laka's success - everyone in the business is granted share options when they join

💰 Company bonus scheme - if the company hits its targets, you'll get a cash bonus of 5% of your base salary annually

🌴 Annual leave - 25 days holiday (plus bank holidays), with the option to roll over up to 5 days per year

💶 Pension scheme - Laka pays 3% of your base salary into your pension to help you save for the future

💊 Private medical insurance - we’ll give you individual private cover, with the option to add partners & dependants too (at a small cost)

🖥 Home set-up allowance - in addition to letting you choose the kit you want (MacBook or Windows laptop, plus additional equipment like screens, keyboard, etc), we'll also give you a one-off budget of £200 to get anything else you want in order to make your homeworking environment a comfortable place to be

🍽 Weekly lunch on us - £15 every Wednesday to enjoy lunch on Laka - pop out locally with people in the office, or order-in at home, the choice is yours

💃 Company-wide events - we love getting everyone together as much as possible - expect regular events throughout the year, for team building, bonding, and general good old-fashioned fun!

🎳 Monthly socials - as if quarterly company events weren't enough, we also give each office a budget for a monthly social activity (think anything from low-key dinner & drinks through to adventure golf, paddleboarding, bowling, electric darts, trampoline parks and more!)

👚 Laka swag - we'll give you some lovely Laka kit to get you started, including a jumper & t-shirts so you can feel (& look) like part of the family

🚴 Laka credit - for all you cyclists, we'll give you £10 credit per month towards insuring your bike(s) with us - plus give you access to a bunch of cycling industry discounts

🧠 Mental health support - unlimited support via Spill, including one-to-one therapy sessions

🌈 Belonging at Laka

We're committed to building and sustaining a business that promotes diversity, equity, inclusion and belonging - our customer collective is broad and inclusive, and we'd like our own people to be too. We're fast becoming a global community of people and we believe each person's unique qualities should be celebrated as they are a huge part of what makes Laka a great place to be. We'd love you to bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or anything else that makes you, you. If you’d like to request a reasonable adjustment as part of our application or assessment process, please let us know by emailing support@laka.co.uk.