Complaints Champion

We’re looking for a Complaints Champion

If you love digging into operational processes, understanding where things might have gone wrong and then putting them right, working across several teams and upholding exceptional service levels, then you could be just right for a Complaints Champion role.

About us

Fast, flexible finance empowers small businesses to manage their cash flow better and seize opportunities - making their business and the economy stronger as a whole. At iwoca, we do just that. We help businesses get the funds they need, when they need it, often within minutes. 

We’ve already made several billion in funding available to over 100,000 businesses since we launched in 2012, and positioned ourselves as a leading Fintech in Europe. Our mission is to finance one million businesses. We’ll get there by continuing to make our finance ever more relevant and accessible to more businesses by combining cutting-edge technology, data science and a 5-star customer service.

Our culture 

We’re expanding fast across our offices in London, Leeds and Frankfurt. With all this growth, we’re looking for people who want to learn on the job and lead projects, knowing that your ideas will impact thousands of small businesses. 

Your mission

Your mission will be to uphold great service levels for our customers and ensure iwoca is learning from the complaints we receive. 

You’ll achieve this by:

• Investigating customer complaints, ensuring they are dealt with in a timely manner

  • Listening to customer calls

  • Reviewing operations agent’s notes

  • Understanding company wide processes

  • Liaising with other teams/ stakeholders in the business

• Writing complaint responses, ensuring they include findings from the investigation, but also align with our tone of voice

• Feeding back to operational teams if a mistake has happened and; where necessary, suggesting improvements and changes to current processes

• Preparing case files for, and liaising with, the Financial Ombudsman Service (“FOS”)

You’ll report to iwoca’s Complaints Manager, who reports directly to the COO.

Requirements

We look for people who are smart, humble, motivated and who are always looking to improve.

Ideally, you'll have:

• Previous experience working within a complaints role with a proven ability to investigate and respond to complex complaints 

• Previous experience in preparing business files for complaints which have been escalated to the Financial Ombudsman Service (“FOS”)

• A good understanding of the FCA’s DISP rules

• Experience working within a financial services firm

• A real curiosity to thoroughly investigate each complaint to find the root cause 

• Excellent communication skills, for dealing with customers (some of whom may be frustrated, angry, vulnerable) as well as a diverse group of internal stakeholders (including Operations team leads, product managers, and senior execs)

• Excellent writing skills, for being able to craft clear, professional responses to our customers 

Our benefits

We put a lot of effort into making iwoca a brilliant place to work:

• Offices in London, Leeds and Frankfurt. 

• Events and clubs, like bingo, comedy nights, yoga classes, football… 

• Two company retreats a year, we’ve been to France, Italy, Spain and further afield

• Plenty of drinks and snacks in our offices.

We offer a wide range of benefits:

• Medical insurance from Vitality, including discounted gym membership

• 25 days’ holiday, an extra day off for your birthday and the option to buy or sell an additional 5 days of annual leave 

• Instant access to emotional and mental health support with our partner, Spill

• Share options

• Generous maternity and paternity leave

• A nursery tax benefit scheme to help you save money

• Paid volunteering day to support your chosen charity

• Extra leave if you want to travel or study

• One-month fully paid sabbatical after 4 years

• Cycle-to-work scheme

• Electric car scheme

And to make sure we all keep learning, we offer:

• An L&D budget for everyone,  including a book budget

• Company-wide talks with internal and external speakers

• Access to learning platforms like Treehouse if you want to learn to code