Customer Feedback Associate
Reporting to: Customer Operations Manager
Location: London, United Kingdom (hybrid - 3 days per week office based)
Who we are and why we exist
At Liberis – merchants matter most! We’ve been on a mission to provide small and medium businesses (SMEs) with accessible and responsive finance since 2007. SMEs account for most businesses worldwide and are critical contributors to job creation and global economic development. They represent about 90% of businesses and more than 50% of employment worldwide. Despite this, more than three quarters (77%) of SME businesses last year were unable to secure the traditional bank financing they desperately needed to grow and thrive. This has created a $5 trillion funding gap for SMEs globally.
That’s where Liberis steps in! To best help small businesses, Liberis has built the leading global embedded finance platform. Through this, Liberis provides partners with the technology and financial solutions necessary to offer personalised and accessible funding to their small business customers.
To date with ~20 global strategic partners and direct reach to more than 1 million small businesses, Liberis has provided $1 bn of funding in over 50,000 transactions, enabling more than 100,000 jobs to be created and saved. We are making a genuine difference to your local pub, hairdresser and online retailer!
We are in a very exciting period of growth, in the UK and internationally, with teams based in London, Nottingham, Stockholm, Atlanta, Munich and remotely. We are looking for talented and ambitious individuals to help us reshape business finance. How we work is as important to us as what we do – exemplified by our behaviours:
#1 Merchants matter most – our success is tied to our merchants' success
#2 Act like time is running out – the fastest company in a growing market will win
#3 Own every outcome – the hardest problems we face are yet to be solved
#4 Communicate directly – we don’t have time to beat around the bush
#5 Prove it - every feature we build, decision we make and action we take, matters
#6 Empathy always - Liberis wins when every employee thrives
If our mission and behaviours resonate – get in touch!
The Customer Feedback Team
The Customer Feedback Team is a growing team within the wider Customer Operations Team. We are a global team, handling complaints and reviewing feedback in each of the 12 regions we operate in.
The Customer Feedback Team focuses on feedback and complaints received throughout the customer journey. This means we collaborate closely with various departments in the business, particularly the customer facing and Product teams. In addition to handling all customer complaints, we also collate and respond to all customer feedback and share it with the rest of the business, acting as the voice of the customer to drive change and introduce improvements across the business.
Customer Feedback is right at the heart of what we do at Liberis and plays a key role in our plans to scale, so this is the most exciting time to join the team!
Responsibilities
- Deputise for the Team Manager.
- Handle complaints within set timeframes via phone or email by conducting thorough investigations and drafting professional responses.
- Keep detailed records of all complaints and customer feedback.
- Be the voice of the customer and share feedback and insights from our merchants; collaborate with other departments to ensure customer feedback is heard, and relevant actions are taken.
- Effectively manage your workload and prioritise ruthlessly to ensure our merchants received timely responses.
- Use Salesforce CRM and other software tools.
- Work as part of a close-knit team with a shared vision of doing right by the customer.
- Demonstrate Liberis behaviours on a daily basis.
Who are you?
- You have experience handling complaints in an FCA regulated environment, and are a confident, capable, solution driven problem solver.
- You love talking to customers to find ways to solve problems efficiently and independently. You can manage a continuously high workload by being able to plan and prioritise. You also enjoy the daily rush of unexpected new tasks and can adapt quickly.
- You have a polite, approachable, friendly yet firm demeanour and can demonstrate that you can stay calm under pressure, which enables you to respond to customer complaints effectively whether on the phone, via email, online chat, or social media.
- You are motivated and keen to take ownership of complaints and expressions of dissatisfaction.
- Swedish, Finnish, German or Polish language capability is a plus.
What happens next?
Think this sounds like the right next move for you? Or if you’re not completely confident that you fit our exact criteria, apply anyway and we can arrange a call to see if the role is fit for you. Humility is a wonderful thing, and we are interested in hearing about what you can add to Liberis!
#LI-CG1
