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.
- Other info: Hybrid role with opportunities for personal growth and company retreats.
- 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.
The predicted salary is between 28800 - 43200 £ per year.
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:
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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.
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:
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Offices in London, Leeds, Berlin, and Frankfurt with plenty of drinks and snacks.
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Events and community-led groups, including running groups, padel, and monthly ping-pong and pool competitions.
The benefits
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Flexible working hours.
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Medical insurance from Vitality, including discounted gym membership.
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A choice between a dedicated dental plan or a health cash plan that reimburses everyday medical expenses.
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A private GP service (separate from Vitality) for you, your partner, and your dependents.
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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.
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A one-month, fully paid sabbatical after four years.
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Instant access to external counselling and therapy sessions for team members that need emotional or mental health support.
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3% Pension contributions on total earnings.
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An employee equity incentive scheme.
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Generous parental leave and a nursery tax benefit scheme to help you save money.
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Electric car scheme and cycle to work scheme.
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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:
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A learning and development budget for everyone.
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Company-wide talks with internal and external speakers.
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Access to learning platforms like Treehouse.
Useful links:
Customer Success Advisor in Leeds employer: iwoca
iwoca is an excellent employer for Data Scientists, offering a dynamic work environment in London that fosters innovation and collaboration. With flexible working hours, comprehensive medical insurance, and a dedicated learning budget, employees are encouraged to grow their skills and advance their careers while contributing to impactful product decisions. The company's commitment to a supportive culture makes it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Advisor in Leeds
✨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 in Leeds
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.
