Complaints Champion, iwoca
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1-3 days a week in office
Online loans for small businesses
Be an early applicant
Online loans for small businesses
201-500 employees
Be an early applicant
+ Share options
1-3 days a week in office
201-500 employees
Company mission
To fund one million small businesses.
Role
Who you are
- 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
- We look for people who are smart, humble, motivated and who are always looking to improve
- 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
- 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
What the job involves
- 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
- Your mission will be to uphold great service levels for our customers and ensure iwoca is learning from the complaints we receive
- 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
Salary benchmarks
Our take
UK SMEs are the backbone of a complex economy that is constantly changing, so the need for fast and responsive access to finance is becoming more and more important to ensure their success and growth. iwoca allows SMEs access to business loans in less than a minute, with its API and business marketplace partnerships.
With offerings like iwoca's, gone are the days where waiting up to eight weeks for a loan decision was viable. Its simplified business loans of £1,000 - £500,000 come with no fees attached, and applying online takes no more than five minutes. The ready availability of iwoca loans gives business owners a level of certainty, so that they can make instant decisions to help their business grow.
iwoca has made a number of partnerships with other players in the business finance space, including an impressive industry-first invoice checkout integration with QuickBooks. Funding raised by the company, which is now operating at net profitability, will enable it to meet a recent surge in demand for corporate loans and offer more to larger SMB businesses. And the company has made several billion in funding available to over 100,000 businesses since launching, positioning itself as a leading European fintech.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Opportunities to learn
"Great opportunities available to learn from both individuals through shadowing, and teams through presentations and even secondment opportunities -..."
Funding (last 2 of 7 rounds)
Aug 2019
$13.3m
GRANT
Feb 2019
$26.6m
SERIES D
Total funding: $96.4m
Company benefits
- Work where you work best: Twice a year we rent houses in places like Sicily and the French Alps where each team can work together for a week poolside. We champion flexible working in all our teams
- Invest in iwoca: We want people to be invested in iwoca's success so after six months you'll be awarded share options
- Keep yourself healthy: We offer comprehensive health insurance and cash plans. You'll also get gym discounts and we host yoga classes in the office every week
- Start (and end) your day right: Each floor of iwoca HQ has a fully stocked fridge for breakfast and every Friday we unwind with beers and wine
- Life-work balance: We know your life outside of work comes first. We offer enhanced maternity and paternity leave for new parents plus a nursery benefit. We also have unlimited unpaid leave
- Learning and development: Whether you want to learn to code, experiment with motion design, or beat cognitive biases, you'll have time and budget to invest in your professional development
Company values
- Motivated: Going to work shouldn't feel like a slog, so we want everyone in the team to personally care about what they're working on. We stay motivated by celebrating our wins, learning from our mistakes, and always looking for new gaps to step into
- Smart: At iwoca being smart isn't about what you know, it's about how you think. Smart thinking means looking at each problem by asking ‘why’ first, then figuring out ‘how’
- Humble: We know all ideas are flawed, all code has bugs, and everyone makes mistakes - it’s how we learn. For us, being humble means you question yourself first, rather than your team
- Growth Mindset: We think there's always a better way to solve a problem. So we never let ourselves get comfortable with being good enough
Company HQ
Fitzrovia, London, UK
Articles
Leadership
Christoph Rieche
(Co-Founder & CEO)Previously spent 7 years at Goldman Sachs as a Vice President before co-founding iwoca in 2011.
Joost Versteeg
(CMO)Joost initially joined iwoca in 2017 as an Intern. Since then, they have held a number of roles, from Growth Analyst to Head of Commercial Strategy and became CMO in 2024.
People progressing
Serita joined as a Customer Onboarder, before moving into the Broker Team. Most recently they have been promoted to Partnership Manager.
Leo joined in 2018 as a Client Onboarder. Since then, they have worked in a number of roles and now serve as the Product Manager.
Jenny originally joined the Client Onboarding team and now leads the Customer Success department for the German business.
Diversity, Equity & Inclusion at iwoca
- We work hard to make iwoca a place where everyone feels welcome, where you can confidently be yourself. We understand that diversity isn't an optional add-on, it's the core ingredient of what makes us great.
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