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 be a key member of a highly motivated and energetic team.
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 bybining 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.
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:
1. Answering inbound calls to our main line, answering queries and requests as well as handling web chats and customer emails
2. Helping businesses toplete their loan applications
3. Assisting existing customers with account queries such as handling repayments, processing renewal requests and other administrative tasks
4. Pitching our services to customers whoe through our marketing channels
5. Liaising with multiple teams within iwoca in a cross-functional team such as Sales, Account Management, Credit Analysis and Collections to achieve the best oue for your customers
6. 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:
7. 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
8. Great time management and multitasking skills to be able to adapt to our customer's needs
9. To be a self-starter taking ownership of your customers, whilst collaborating with your team to reach group targets
10. Excellent verbal and writtenmunication skills and a professional manner
11. 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
12. To be able to adapt to the growth of an ambitiouspany. You'll take new products, customers groups and processes in your stride
13. We wee people who are proactive, motivated and metrics-driven who have an ambitious and entrepreneurial spirit.
Whilst we wee 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. This is a hybrid role in which you can split your time between the office and home.
Our benefits
We put a lot of effort into making iwoca a brilliant place to work:
14. Offices in London, Leeds and Frankfurt.
15. Events and clubs, like bingo,edy nights, yoga classes, football...
16. Twopany retreats a year, we've been to France, Italy, Spain and further afield
17. Plenty of drinks and snacks in our offices
We offer a wide range of benefits:
18. Medical insurance from Vitality, including discounted gym membership
19. 25 days' holiday, an extra day off for your birthday and the option to buy or sell an additional 5 days of annual leave
20. Instant access to emotional and mental health support with our partner, Spill
21. Share options
22. Generous maternity and paternity leave
23. A nursery tax benefit scheme to help you save money
24. Paid volunteering day to support your chosen charity
25. Extra leave if you want to travel or study
26. One-month fully paid sabbatical after 4 years
27. Cycle-to-work scheme
28. Electric car scheme
And to make sure we all keep learning, we offer:
29. An L&D budget for everyone, including a book budget
30. Access to learning platforms like Treehouse if you want to learn to code
Job ID fa3ce734-74a4-45eb-9a1c-1ca874e5091a