We're looking for a Graduate Customer Success Advisor.

This is an exciting opportunity for recent graduates seeking to gain experience in the financial services industry. As a Graduate Customer Success Advisor, you'll be the first point of contact and will provide exceptional service covering a range of queries. You will play a crucial role in ensuring our customers derive maximum value from our products, fostering long-term relationships, and contributing to their growth and overall satisfaction. This role involves comprehensive training across various aspects of customer engagement, problem-solving, and product knowledge.

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.

A typical day for you will be;

• Answering inbound calls to our main line and helping with customer onboarding & support, ensuring a smooth and positive initial experience.
• Handling enquiries via phone, email, and chat with professionalism, speed, and a personal touch.
• Spotting potential issues and working to resolve them efficiently, aiming for first-contact resolution often involving technical or financial queries.
• Understanding customer needs, you'll be their go-to advisor - helping them get the most out of our product, one conversation at a time.
• Gathering customer feedback to identify areas for improvement as well as points of customer satisfaction.
• Collaborating with internal teams (e.g., Account Managers, Payments team, Credit Analysts) to resolve issues and ensure a seamless customer experience as well as an understanding of alternate roles.
• Knowing where to escalate unresolved issues to senior team members when necessary, ensuring customers are kept in the loop
• Developing a full understanding of our products, services, and the broader FinTech landscape - we'll train you, but curiosity is key.
• Maintaining accurate customer records and interactions within our CRM system.

What We Are Looking For: You don't need a background in finance or tech - just bring your drive, empathy, and appetite to learn. We're looking for someone who is:

• A recent graduate: (ideally within the last 1-2 years) from any discipline with a strong academic record.
• Passion for Customers: A genuine desire to help people and a belief in delivering world-class customer service.
• A strong communicator: clear, concise, empathetic, and confident across channels.
• Analytical & curious: great at problem-solving and eager to understand how things work.
• Ability to remain calm and composed under pressure: handle challenging situations with a positive attitude, and adapt to changing priorities.
• A Team Player: eager to learn from others and contribute positively to a team environment alongside your peers.
• Initiative & Proactiveness: A self-starter who is keen to take ownership, seek out solutions, and continuously look for ways to improve processes and customer experience.
• Detail-oriented: accuracy and care are part of your daily toolkit.
• Tech-savvy: Comfortable with technology and a willingness to learn new systems and tools quickly.

What We Offer:

• Progression opportunities within iwoca across a range of career paths
• Hands-on experience at a fast-growing FinTech company making a real difference for small businesses.
• Competitive salary and benefits package.
• A supportive, inclusive, and high-energy culture where your voice matters.
• The chance to shape the customer experience - and your future.

The culture

At iwoca, we look to hire smart, passionate, humble individuals with a growth mindset. We prioritise a culture of learning, growth, and support, and invest in the professional development of our team members.

We value thought and skill diversity and encourage you to explore new areas of interest to help us innovate and improve our products and services.

Our friendly and inclusive environment, combined with our flexible work policies, ensures that you'll have the perfect balance between work and life, empowering you to thrive both personally and professionally.

The offices

We put a lot of effort into making iwoca a brilliant place to work:

• Offices in London, Leeds, and Frankfurt with plenty of drinks and snacks
• Events and clubs, like bingo, comedy nights, yoga classes, football, etc.

The benefits

• 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, 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 emotional and mental health support.
• 3% Pension contributions and share options.
• Generous parental leave and a nursery tax benefit scheme to help you save money.
• Cycle-to-work scheme and electric car 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