Complaints Champion

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.

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 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; where necessary, 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 (including Operations team leads, product managers, and senior execs)

• Excellent writing skills, for being able to craft clear, professional responses to our customers

• Demonstrates curiosity to use and learn more about AI tools. You’ll already be comfortable using AI tools in practical ways to help solve problems, increase productivity and improve quality of work, showing good judgement about when to use them and the ability to explain the reasoning behind that use.

• A genuine interest in exploring and adopting AI technologies. You should be adept at utilizing these tools to tackle challenges, boost efficiency, and enhance the caliber of your output, while applying sound discretion and clearly articulating your rationale for their application.

  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 which have been 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. But, we’re open-minded, so definitely include your salary goals with your application. We routinely benchmark salaries against market rates and run quarterly performance and salary reviews.

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.

We're a tech company and believe in the power of AI to help us work faster and better. We provide the infrastructure where every iwocan always has access to the best models and where those models have access to all of our data. We will help our people to learn how to use and grow with the new tools available to them.

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 (separate from Vitality) 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 to help you save money.

• Electric car scheme and cycle to work scheme.

• 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:

• A learning and development budget for everyone.

• Company-wide talks with internal and external speakers.

• Access to learning platforms like Treehouse.

Useful links:

• iwoca benefits & policies