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For Companies At a Glance
- Tasks: Engage with customers, answer queries, and assist with loan applications.
- Company: iwoca empowers small businesses with fast, flexible finance solutions.
- Benefits: Enjoy flexible working, generous holiday, and wellness support.
- Why this job: Join a dynamic team making a real impact on small businesses.
- Qualifications: Passion for customer service, strong communication skills, and a proactive attitude.
- Other info: Hybrid role with opportunities for personal growth and company retreats.
The predicted salary is between 28800 - 43200 £ per year.
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
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 by combining 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:
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Answering inbound calls to our main line, answering queries and requests as well as handling web chats and customer emails
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Helping businesses to complete their loan applications
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Assisting existing customers with account queries such as handling repayments, processing renewal requests and other administrative tasks
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Pitching our services to customers who come through our marketing channels
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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
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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:
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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
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Great time management and multitasking skills to be able to adapt to our customer’s needs
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To be a self-starter taking ownership of your customers, whilst collaborating with your team to reach group targets
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Excellent verbal and written communication skills and a professional manner
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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
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To be able to adapt to the growth of an ambitious company. You’ll take new products, customers groups and processes in your stride
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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. 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:
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Offices in London, Leeds and Frankfurt.
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Events and clubs, like bingo, comedy nights, yoga classes, football…
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Two company retreats a year, we’ve been to France, Italy, Spain and further afield
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Plenty of drinks and snacks in our offices
We offer a wide range of benefits:
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Medical insurance from Vitality, including discounted gym membership
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25 days’ holiday, an extra day off for your birthday and the option to buy or sell an additional 5 days of annual leave
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Instant access to emotional and mental health support with our partner, Spill
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Share options
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Generous maternity and paternity leave
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A nursery tax benefit scheme to help you save money
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Paid volunteering day to support your chosen charity
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Extra leave if you want to travel or study
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One-month fully paid sabbatical after 4 years
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Cycle-to-work scheme
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Electric car scheme
And to make sure we all keep learning, we offer:
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An L&D budget for everyone, including a book budget
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Company-wide talks with internal and external speakers
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Access to learning platforms like Treehouse if you want to learn to code
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Customer Success Advisor employer: Iwoca
Contact Detail:
Iwoca Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Advisor
✨Tip Number 1
Familiarise yourself with iwoca's services and the specific needs of small businesses. Understanding their pain points will help you engage effectively with customers and demonstrate your genuine interest in helping them succeed.
✨Tip Number 2
Practice your communication skills, especially in a customer service context. Role-playing different customer scenarios can prepare you for handling queries and pitching services confidently during your interactions.
✨Tip Number 3
Network with current or former iwoca employees on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable during your interview process.
✨Tip Number 4
Showcase your problem-solving skills by preparing examples of how you've successfully handled customer issues in the past. This will highlight your ability to think outside the box and adapt to challenges, aligning with iwoca's values.
We think you need these skills to ace Customer Success Advisor
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Success Advisor at iwoca. Tailor your application to highlight how your skills and experiences align with their focus on customer satisfaction and support.
Craft a Compelling CV: Your CV should clearly showcase your relevant experience, particularly in customer service or sales roles. Use bullet points to outline your achievements and quantify them where possible, such as 'increased customer satisfaction by 20%'.
Write a Tailored Cover Letter: In your cover letter, express your passion for helping small businesses and your enthusiasm for the role. Mention specific aspects of iwoca's mission that resonate with you and explain how you can contribute to their goals.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a Customer Success Advisor.
How to prepare for a job interview at Iwoca
✨Show Your Passion for Customer Success
Make sure to express your enthusiasm for helping customers and small businesses during the interview. Share specific examples of how you've delighted customers in the past, as this role is all about creating positive experiences.
✨Demonstrate Your Communication Skills
Since excellent verbal and written communication is crucial for this position, practice articulating your thoughts clearly. You might be asked to handle a mock customer query, so be prepared to showcase your ability to communicate effectively and professionally.
✨Highlight Your Problem-Solving Abilities
Be ready to discuss times when you've had to think outside the box to resolve issues. The interviewers will appreciate candidates who can demonstrate creativity and confidence in proposing solutions that improve processes.
✨Prepare for Team Collaboration Questions
As this role involves liaising with multiple teams, expect questions about teamwork and collaboration. Think of examples where you've successfully worked with others to achieve a common goal, showcasing your ability to adapt and contribute in a fast-paced environment.
