Job Overview
Location
Leeds
Job Type
Full-time
Category
Customer Success
Date Posted
May 26, 2026
Full Job Description
đź“‹ Description
- • Serve as a Customer Success Advisor at iwoca, providing frontline support to SMEs throughout their financial journey, including inbound calls, web chats, and email inquiries.
- • Assist business owners in completing loan applications with accuracy and efficiency, ensuring a seamless and supportive customer experience.
- • Convert inbound prospects into customers by clearly educating them on iwoca’s financing products and services tailored to their business needs.
- • Deliver a professional, empathetic, and solution-oriented service that builds rapport with small business owners and addresses their financial concerns promptly.
- • Manage multiple customer interactions simultaneously, adapting quickly to varying request volumes and priorities while maintaining high service standards.
- • Take ownership of individual customer cases while collaborating with team members to achieve shared performance targets and improve team outcomes.
- • Identify opportunities to improve internal processes by proposing innovative solutions to other departments, demonstrating initiative and problem-solving skills.
- • Stay up to date with evolving product offerings, customer segments, and company procedures as iwoca scales and introduces new services.
- • Work within a metrics-driven environment, tracking performance indicators and using data to refine customer interactions and outcomes.
- • Operate in a fast-paced, dynamic team that values independent thinking, evidence-based decisions, and continuous learning.
- • Support customers during critical moments in their business lifecycle, helping them access flexible finance to overcome cash flow pressures and seize growth opportunities.
- • Engage with customers across multiple channels including phone, email, and live chat, ensuring consistent, high-quality communication at every touchpoint.
- • Participate in structured training during the first month, requiring in-office attendance four days per week, followed by a reduced schedule of one to two days per week post-training.
- • Work a standard Monday to Friday schedule from 9am to 6pm, with flexible working hours available to support work-life balance.
- • Contribute to a culture that rewards the best ideas regardless of hierarchy, encourages entrepreneurial thinking, and leverages AI tools to enhance productivity and customer service.
- • Collaborate with a growing team based in Leeds, contributing to a supportive and energetic work environment focused on customer impact and business growth.
🎯 Requirements
- • Passion for delighting customers and a genuine enthusiasm for supporting small and medium-sized enterprises (SMEs)
- • Excellent verbal and written communication skills with a professional demeanor
- • Strong time management and multitasking abilities to handle diverse customer requests efficiently
- • Self-starter mindset with ownership of customer cases and a collaborative approach to team targets
- • Ability to think creatively and propose process improvements to other departments
- • Proactive, motivated, and metrics-driven with an entrepreneurial spirit
🏖️ Benefits
- • Flexible working hours and hybrid office arrangement (1–2 days/week in-office after training)
- • Medical insurance through Vitality including discounted gym membership and a separate private GP service for employee, partner, and dependents
- • 25 days’ holiday per year, plus a birthday off, option to buy or sell up to five additional days, and unlimited unpaid leave
- • One-month fully paid sabbatical after four years of service
- • 3% pension contributions on total earnings and an employee equity incentive scheme
- • Access to external counselling and therapy sessions, learning platforms like Treehouse, and a personal learning and development budget
Skills & Technologies
Onsite
ÂŁ28k-29k
About iwoca Limited
iwoca Limited is a UK-based fintech lender that provides short-term credit facilities and business loans to small and medium-sized enterprises through an online platform. Since 2012 it has funded more than ÂŁ3 billion across 50,000+ UK and German businesses, using data-driven underwriting to deliver decisions in minutes. The company is authorised by the Financial Conduct Authority and headquartered in London, with offices in Leeds and Frankfurt.
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