Operations Associate

Company profile - Kinly

Kinly is a fast-growing social impact start-up with a mission to help older people live independently for longer. We are focused on the megatrend of ageing demographics, improving healthspan and helping to reduce the economic and social burden of ageing.

Kinly supports people over-66 and their families to understand what support and allowances they are eligible for, and then does all the complex forms/applications for them. By doing so, we unlock £5,000 a year per person on average, helping people to afford health/care support, physios, taxis, and at-home equipment.

A majority of pensioners are cut off from the support they need due to barriers to access – disability, low income, lack of internet or lack of family. We help people navigate a complex system and make ageing easier. Our services are free at the point of use, and fully accessible offline (using only a landline phone), but we use a lot of technology to deliver the service.

Kinly was founded by a previous unicorn founder (insure-tech) and ex-Managing Director of an AIM-listed biopharma. The business is based in West London, with teams focused on Sales, Customer Success, Tech and Operations. The business has a very senior advisory Board, including Government advisors and health and care leaders.

About the role - Operations Associate

Kinly is seeking a highly motivated Operations Associate, who is excited about working in a fast-paced environment and able to take initiative across a broad range of tasks and challenges. This role is perfect for someone who prides themselves on being a problem solver and has very strong attention to detail. They will work closely in the office with the founders and management team, and there is plenty of scope to grow with the business.

The ideal candidate is switched-on and highly personable, with a great attitude and keen to learn. Success in this role is determined by an ability to take ownership of responsibilities, and be a calm head in a fast-growing operation, comfortable with a high degree of autonomy.

This is a ‘no ego’ position, where a considerable part of the role requires rolling your sleeves up and managing administrative tasks. The ideal candidate would enjoy the rigour of a high volume B2C business and bring structure, process and quality to a complex customer journey.  

Start-up experience is a plus but not required. Age or education does not matter. It’s all about the quality of the individual.

Key responsibilities - Operations Associate

• Initially, undergo training on how we deliver our service to older clients (closely shadowing our Customer Success, Sales and Operations teams).
• Take a leading role in the delivery of our products to clients. Organise administrative tasks before and after client calls. Ensure the smooth-running of client calls and help to manage a team of 20+ remote agents, working collaboratively to uphold an exceptional standard of client experience.
• Help to grow our Customer Success function, keep in touch with existing clients and develop a deep knowledge of pension-age benefits, as to help with any questions they have.
• Work with our Operations team to optimise cash collection cycle of existing clients.
• Working closely with our Tech team on the product we are developing.

This role is the perfect opportunity for someone looking for a steep learning curve in the tech space and passionate about social impact (and the trend of ageing). It’s a great team, with an office based in West Kensington.

Required skills and qualifications

• Mission-driven and passionate about supporting an older demographic.
• Exceptional attention to detail, capable of managing multiple complex projects simultaneously.
• Excellent verbal communication skills (very comfortable talking to older clients on the phone, with the confidence to hold difficult conversations and articulate complex concepts).
• Highly proactive and showing initiative.
• Hungry to deliver and excited about working in fast-paced environments.
• Inherent curiosity and desire to learn and contribute to a start-up (really rolling up your sleeves – with nothing below your station!)

What we offer

• Competitive salary: £32k+ per year (based on experience) – scope to increase over time (to be discussed).
• Office in West Kensington (2 mins from the tube).
• Free Nuffield Gym membership.
• Expectation to be mostly office-based, but flexibility is possible once established in role.