At a Glance
- Tasks: Investigate customer complaints and ensure exceptional service levels.
- Company: Join iwoca, a tech-driven company supporting SMEs with flexible finance solutions.
- Benefits: Enjoy flexible hours, medical insurance, generous holiday, and a learning budget.
- Other info: Dynamic culture focused on independent thinking and personal growth.
- Why this job: Make a real impact by helping businesses thrive through excellent customer service.
- Qualifications: Curiosity for problem-solving, strong communication skills, and interest in AI tools.
The predicted salary is between 30000 - 45000 £ per year.
The company is dedicated to supporting small businesses by providing flexible and responsive finance solutions. Our mission is to help one million SMEs succeed through access to better finance and services that simplify business operations.
If you love digging into operational processes, understanding where things might have gone wrong, and then putting them right while upholding exceptional service levels, then you could be just right for a Complaints Champion role.
Your mission
Your mission will be to uphold great service levels for our customers and ensure iwoca is learning from the complaints we receive. You’ll achieve this by:
- Investigating customer complaints, ensuring they are dealt with in a timely manner
- Listening to customer calls
- Reviewing operations agent’s notes
- Understanding company-wide processes
- Liaising with other teams/stakeholders in the business
- Writing complaint responses, ensuring they include findings from the investigation, but also align with our tone of voice
- Feeding back to operational teams if a mistake has happened and suggesting improvements and changes to current processes
- Preparing case files for, and liaising with, the Financial Ombudsman Service (“FOS”)
You’ll report to iwoca’s Complaints Manager, who reports directly to the COO.
Requirements
Essential requirements are:
- A real curiosity to thoroughly investigate each complaint to find the root cause
- Excellent communication skills for dealing with customers (some of whom may be frustrated, angry, vulnerable) as well as a diverse group of internal stakeholders
- Excellent writing skills for crafting clear, professional responses to our customers
- Demonstrates curiosity to use and learn more about AI tools
- A genuine interest in exploring and adopting AI technologies
Ideally, you will also have:
- Previous experience working within a complaints role with a proven ability to investigate and respond to complex complaints
- Previous experience in preparing business files for complaints escalated to the Financial Ombudsman Service (“FOS”)
- A good understanding of the FCA’s DISP rules
- Experience working within a financial services firm - preferable but not essential
The salary
We expect to pay from £30,000 - £45,000 for this role. We’re open-minded, so definitely include your salary goals with your application.
The culture
At iwoca, the best idea wins. We model our culture on independent thinking, challenging untested logic, and evidence-based decisions. We prioritise learning and growth, and give people the autonomy to develop in the direction that makes them most effective.
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 private GP service 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
- Electric car scheme and cycle to work scheme
- Two company retreats a year
- A learning and development budget for everyone
- Company-wide talks with internal and external speakers
- Access to learning platforms like Treehouse
Complaints Champion in London 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 Complaints Champion in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Iwoca. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Iwoca before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Champion in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Iwoca:Your cover letter is your chance to shine! Tell us why you want to work at Iwoca specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Iwoca!
How to prepare for a job interview at Iwoca
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
