Customer Success Advisor

The company

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.

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.

The team

The Customer Success team are one of the main engine rooms of the business. They provide a quick, informative and dedicated service to iwoca's current and future customers. They are at the front line of all queries ensuring requests are met with a professional response.

This is a Leeds based team which continues to grow weekly providing incredible development opportunities in a supportive environment!

Want to get a deeper understanding of what life is like on the team? Read this blog from our Customer Success Mentor Conor.

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 can include answering inbound calls to our main line, answering queries and requests as well as handling web chats and customer emails and helping businesses to complete their loan applications.

The 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.

The salary

Our base salary range in Leeds is £28,000 - £29,000. 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.

For your first month in the role during training, there is a requirement to be in the office four times per week. This will then drop to once or twice per week upon completion of training. This is a Monday - Friday role working from 9 am to 6 pm.

The culture

At iwoca, we prioritise a culture of learning, growth, and support, and invest in the development of our team members. We value thought and skill diversity, and encourage people to explore new areas of interest, adopt better tools – including AI – and apply sound judgement so our products and decisions improve over time.

The offices

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

• Offices in London, Leeds, Berlin, and Frankfurt with plenty of drinks and snacks.

• Events and community-led groups, including running groups, padel, and monthly ping-pong and pool competitions.

The benefits

• Flexible working hours.

• Medical insurance from Vitality, including discounted gym membership.

• A choice between a dedicated dental plan or a health cash plan that reimburses everyday medical expenses.

• A private GP service (separate from Vitality) for you, your partner, and your dependents.

• 25 days’ holiday per year, an extra day off for your birthday, the option to buy or sell an additional five days of annual leave, and unlimited unpaid leave.

• A one-month, fully paid sabbatical after four years.

• Instant access to external counselling and therapy sessions for team members that need emotional or mental health support.

• 3% Pension contributions on total earnings.

• An employee equity incentive scheme.

• Generous parental leave and a nursery tax benefit scheme to help you save money.

• Electric car scheme and cycle to work scheme.

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

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

• A learning and development budget for everyone.

• Company-wide talks with internal and external speakers.

• Access to learning platforms like Treehouse.

Useful links:

• iwoca benefits & policies

• Interview welcome pack