We’re looking for a Customer Support Advisor
At iwoca, we value every customer and want them to have the best possible experience. Customer Support 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:
* 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 application
* 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
Requirements
We look for people who are smart, humble, motivated and who are always looking to improve.
Ideally you'll have:
* 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
* To be 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.
Don’t take this list as prescriptive: it’s just to give you a sense of who might do well at the job. We’d still love to hear from you if you don’t hit every point on the list, or if you have other experience.
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:
* Offices in London, Leeds and Frankfurt.
* Events and clubs, like bingo, comedy nights, yoga classes, football…
* Two company retreats a year, we’ve been to France, Italy, Spain and further afield
* Plenty of drinks and snacks in our offices
We offer a wide range of benefits:
* 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 make sure we all keep learning, we offer:
* An L&D budget for everyone, including a book budget
* Company-wide talks with internal and external speakers
* Access to learning platforms like Treehouse if you want to learn to code
For more information:
* iwoca benefits & policies: coda.io/d/iwoca-benefits-policies
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