The Openwork Partnership
Customer Experience Consultant
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
The opportunity We’re looking for a detail-oriented and collaborative individual to support the delivery of the Client Contact Programme across Openwork and Owl. This role plays a key part in ensuring adviser adherence to sales processes, FCA principles, and customer outcome standards. You’ll work closely with internal teams and third-party providers to maintain high-quality customer interactions, monitor outcomes, and identify opportunities for continuous improvement.
This role would suit someone with experience as a Business Assessor, Complaints Handler, Quality Assessor etc
This is a hybrid role, 3 days a week in the Swindon office.
The benefits: Salary - up to £41,000 Bonus scheme - on target bonus - 10% Pension scheme - contribute up to 5% of your salary and Openwork will match you and put in an extra 5% Critical illness cover Income protection - 1x salary Death in service - 4x salary 27 days holiday + bank holidays, with the opportunity to buy up to an additional 10 days A range of other flexible benefits to include private medical insurance, dental insurance and much more.
Key Accountabilities Supporting the delivery and ongoing enhancement of the Client Contact Programme Overseeing day-to-day activity of third-party providers, ensuring calls are delivered to a high standard and within agreed SLAs Owning and delivering training for suppliers, ensuring scripts remain current, relevant and aligned to SAF guidelines Acting as a key point of escalation for issues requiring further review or reporting Analysing call outputs, identifying trends and conducting further investigation where required Liaising with Advisers, Supervision teams and PDMs to gather insights and drive improvements Monitoring and reporting on breaches and emerging trends Maintaining strong stakeholder relationships to ensure insights are shared and improvements are embedded Providing SME support across the business, including ad-hoc call reviews Offering technical guidance and feedback to both Openwork and Owl businesses Supporting fair and commercially focused outcomes in areas of potential dispute Acting as the SME for the Client Contact Programme, including call quality, script governance, supplier performance and MI reporting
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
What will you need to succeed? Demonstrable investigative experience within a financial services environment, with good understanding of FCA regulations (incl. TCF & Conduct of Business) Wealth knowledge Knowledge of Openwork products, services, processes, and adviser standards (desirable), with Level 4 Diploma or working towards it Strong communication skills, able to build relationships and handle conversations with both clients and advisers Comfortable delivering challenging messages and managing high-pressure or high-conflict situations professionally Highly organised with strong attention to detail, able to manage competing priorities and workloads Analytical thinker with solid problem-solving, decision-making skills, and good commercial awareness of business risk
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Why us? At The Openwork Partnership, we're a dynamic, fast paced, and growing business with huge ambition. This is all made possible by the brilliant people who are part of The Openwork Partnership family. We're investing heavily in our colleagues, continuously striving to give them the platform to develop personally and professionally and reach their full potential. We’re also very proud of our culture, as one of the Best 100 Large Companies to work for in 2022. The Openwork Partnership values, and respects individuality and we are committed to building an inclusive culture and environment which truly recognises and celebrates our colleague’s individual differences and identities – just like our financial advice, for us, it’s personal. We believe everyone can make a difference and your race, religion, disability, and gender will never be a barrier. At Openwork, we have a strong ethic of care for each other where you can balance a successful career with your commitments and interests outside of work. We believe that you will bring your best self to work if you are trusted to choose when, where and how you do it.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location