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Customer Success Advisor at iwoca ltd

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  • Leeds
  • fulltime
  • -
  • Description

    iwoca started in 2012 and was born out of the frustration that small businesses lack the access to finance they need to reach their potential. Our belief then was that technology must enable us to significantly shorten the archaic 8-week bank application process which more often than not results in a ‘no’. Nearly a decade later and we have served more than 50,000 businesses across the UK and Germany with more than £2 billion of finance. Our personal best from a business starting an application to money in the bank is 3m26s (faster than Mo Farah on 1,500 meters). It’s a good start, but it’s just the beginning.

    Our mission is to finance 1 million businesses, so still, a long way to go.

    Through the course of our journey, we have learned that

    • SME lending is a tech play at heart - processing applications from SMEs of all shapes and sizes is very complex, and the effective use of technology is essential for doing that at scale
    • Embedded finance is the future for SME lending - businesses won’t need to go to banks anymore. We’re increasingly reaching businesses by embedding our finance offering through API integrations into the SME ecosystem including online marketplaces, accountancy systems, or neobanks
    • Payments and credit are converging: Many businesses have cash-flow gaps because they receive money from their customers only way after having to pay their own bills. So we want to tackle the cashflow problem by offering loans, but also tackle the problem at its root by improving payment terms.
    • We must continuously innovate in order to meet more of our customers’ finance needs - we won the BCR which helped us launch iwocapay, and we're soon launching a revenue-based loan. We’re constantly evaluating new opportunities, and finding new ways that we can meet the financing needs of more small businesses.

    We work hard to make iwoca a place where everyone feels welcome, where you can confidently be yourself. We understand that diversity isn't an optional add-on, it's the core ingredient of what makes us great.

    Now we're looking for a smart and passionate Customer Success Advisor who can help us to accelerate growth whilst offering an unrivalled customer experience.


    At iwoca, we truly 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 in the customer journey.

    As a Customer Success Advisor, you’ll immediately become a key member of a highly motivated and energetic team. Your main responsibility will be ensuring a positive customer journey. You’ll be expected to engage with existing customers in a friendly manner and handle each query with expert care and efficiency.

    You'll also be tasked with using your sales ability to ensure potential customers are knowledgeable about our product.

    You will be:-

    • Answering inbound calls to our main line answering general queries and requests, as well as handling our web chats and customer emails
    • Pitching our product to all inbound customers who come through our marketing channels
    • Accountable for overall client satisfaction and ensuring they are educated on product offerings and processes
    • Helping businesses to complete their application and provide the necessary documents required for us to make a lending decision
    • Assisting existing customers with account queries such as handling repayments, processing renewal requests and other administrative tasks
    • Liaise with various teams within iwoca, such as sales, account managers and underwriting to achieve the best outcome for your customers
    • We’re a young company and our department needs to adapt to new products, customer needs and industry challenges on a regular basis. As a new team member, your contribution of ideas to improve our processes will be listened to but also expected just as much as your experienced peers.
    • ‘Feedback is the breakfast of champions’ - You will also be required to give feedback to your peers and management team to help us constantly improve individually and as a team.

    You'll need:-

    • A passion for delighting customers and a real enthusiasm for helping SMEs
    • Strong communication skills and excellent manners are essential
    • A real knack for building rapport quickly over the telephone
    • You will also speak with customers via email and on webchat so the ability to construct well written, friendly sentences quickly is just as important
    • We work in a fast-paced environment so it’s important to have great time management and multitasking skills
    • You’ll need to be able to work autonomously and take ownership of your customers while collaborating with the team to ensure we reach group targets
    • You’ll need 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
    • We welcome people who are proactive, motivated and metrics-driven who have an ambitious and entrepreneurial spirit
    • Being tech-savvy is a big plus

    We want to pay all of our employees fairly, so that’s why we regularly benchmark salaries based on market rates and to recognise your increasing value to our business. We are ideally looking to pay between £20,000 - £25,000 for this role. We know there may be some candidates who may not fit within this salary range, if this is the case we would still love to hear from you.


    What’s life like as an iwocan?

    We all enjoy:

    • Bright, modern office spaces in Covent Garden & Leeds. We have always supported flexible working however during the current pandemic the majority of iwocans are working from home. We have taken every precaution to keep our offices COVID-19 secure for those that need to use them.
    • A calendar of ‘remote friendly’ events each week including Bingo, Comedy Nights, Escape Room challenges
    • Two company retreats a year (in places like the French Alps or Spanish seaside)
    • Pool, ping pong, foosball tables and tournaments
    • Virtual Yoga classes every Tuesday and Thursday morning
    • An ever-growing number of clubs including climbing, chess, football and boxing

    Just for you:

    • Medical insurance from Vitality, including discounted gym membership
    • We take your well being incredibly seriously, so you’ll have instant access to emotional and mental health support services via our partner Spill
    • Share options
    • Enhanced maternity and shared parental leave
    • A workplace nursery tax benefit scheme. Save £££ on your nursery costs.
    • 25 days holiday per year and an extra day off on your birthday
    • All the equipment you need to set up your home working space up
    • Paid volunteering time for you to support your chosen charity
    • Bring your dog to work days, we’re dog friendly on Tuesday and Thursdays in our London office.
    • Extra leave if you want to travel or study
    • Special celebrations for anniversaries and long service including sabbatical
    • Flexible working arrangements
    • Cycle-to-work scheme

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

    • L&D budget including a book budget to encourage you to keep learning
    • Company-wide talks with internal and external speakers
    • Access to learning platforms like Treehouse if you want to learn to code.
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