Customer Success Advisor

We’re looking for a Customer Success Advisor

At iwoca, we value every customer and want them to have the best possible experience. Customer Success Advisors are at the heart of our Customer Success team, serving customers at all stages of their journey. Upon joining you’ll immediately become a key member of a highly motivated and energetic team.

About us

Small businesses move fast. Opportunities often don’t wait, and cash flow pressures can appear overnight. To keep going, and growing, SMEs need finance that’s as flexible and responsive as they are.

That's why we built iwoca. Our smart technology, data science and five-star customer service ensures business owners can act with the speed, confidence and control they need, exactly when it's needed.

We’ve already cleared the way for 100,000 businesses with more than £4 billion in funding. Our passionate team is driven to help even more SMEs succeed, through access to better finance and other services that make running a business easier. Our ultimate mission is to support one million SMEs in their defining moments, creating lasting impact for the communities and economies they drive.

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. 

The role

Your main responsibility will be delivering a positive customer journey. You’ll be engaging with business owners in a friendly manner and handle each query with expert care and efficiency. You'll be tasked with using your sales ability to convert inbound prospects and educating them on our services to meet their needs.

A typical day for you will be:

• Answering inbound calls to our main line, answering queries and requests as well as handling web chats and customer emails

• Helping businesses to complete their loan applications

• Assisting existing customers with account queries such as handling repayments, processing renewal requests and other administrative tasks

• Pitching our services to customers who come through our marketing channels

• Liaising with multiple teams within iwoca in a cross-functional team such as Sales, Account Management, Credit Analysis and Collections to achieve the best outcome for your customers

• We rely on our team member’s feedback to continually improve. You’ll be encouraged to share your insights and ideas to help us reach our goal

Requirements

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

Ideally you'll have:

• A passion for delighting customers and a real enthusiasm for helping SMEs. You’ll need to be able to build rapport with business owners quickly

• Great time management and multitasking skills to be able to adapt to our customer’s needs

• To be a self-starter taking ownership of your customers, whilst collaborating with your team to reach group targets

• Excellent verbal and written communication skills and a professional manner

• The ability to "think outside the box" and have the confidence to put forward ideas, often to other departments, to help us improve our processes

• To be able to adapt to the growth of an ambitious company. You’ll take new products, customers groups and processes in your stride

• We welcome people who are proactive, motivated and metrics-driven who have an ambitious and entrepreneurial spirit.

Whilst we welcome applications from all qualified candidates, please note that this particular position does not offer visa sponsorship. Candidates must be eligible to work in the UK independently.

Work-life balance is incredibly important at iwoca and we offer flexible working so you can make better use of your free time. For the first month of the role to complete training, there is a requirement to be in the office three times per week. This will then drop to once/twice per week after completion of training.

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