The Openwork Partnership
Customer Experience Consultant
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The opportunity
This role plays a key part in ensuring adviser adherence to processes, regulations and 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 be suitable for someone with experience as a Business Assessor, Complaints Handler, Quality Assessor or working within Investigations.
Please note, this is a hybrid role based in Swindon.
The benefits:
- Salary - up to £43,000
- 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 of the Client Contact Programme by ensuring processes, guidelines and standards are being adhered to
- Overseeing day-to-day activity of third-party providers, ensuring they are working to high standard within SLAs
- Conducting surveys with Advisers to pick up on any issues/risks early
- 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
- Monitoring and reporting on breaches and emerging trends
- Maintaining strong stakeholder relationships to ensure insights are shared and improvements are embedded
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What will you need to succeed?
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- Proven experience working within Financial Services
- Strong client-facing skills, ability to build relationships and handle conversations with both clients and advisers
- A good understanding of regulations is helpful
- Investigative skills and comfortable having difficult conversations
- Analytical thinker with solid problem-solving, decision-making skills, and good commercial awareness of business risk
- Any qualifications is a bonus (such as Level 4 Diploma in Financial Planning)
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.
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