Customer Success Advisor

Overview

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We’re looking for a Customer Success Advisor who will be at the heart of our Customer Success team, serving customers at all stages of their journey. Upon joining you’ll become a key member of a highly motivated and energetic team.

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 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 by combining cutting-edge technology, data science and a 5-star customer service.

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 educate them on our services to meet their needs.

• 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

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

• 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
• 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

Note:

This position does not offer visa sponsorship. Candidates must be eligible to work in the UK independently.

Work-life balance is 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.

• Offices in London, Leeds and Frankfurt
• Events and clubs, like bingo, comedy nights, yoga classes, football
• Two company retreats a year, with destinations including France, Italy, Spain and further afield
• Plenty of drinks and snacks in our offices

• 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 keep learning, we offer an L&D budget for everyone, company-wide talks with internal and external speakers, and access to learning platforms like Treehouse

Compensation Range: £26K - £27.5K

• Entry level

• Full-time

• Management and Manufacturing

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Leeds, England, United Kingdom