The companySmall 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.
If you love digging into operational processes, understanding where things might have gone wrong and then putting them right, working across several teams and upholding exceptional service levels, then you could be just right for a Complaints Champion role.
Your missionYour 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 mannerListening to customer callsReviewing operations agent’s notesUnderstanding company wide processesLiaising with other teams/ stakeholders in the businessWriting complaint responses, ensuring they include findings from the investigation, but also align with our tone of voiceFeeding back to operational teams if a mistake has happened and; where necessary, suggesting improvements and changes to current processesPreparing 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.
RequirementsEssential.