At a Glance
- Tasks: Support the Client Contact Programme and enhance customer interactions.
- Company: Join The Openwork Partnership, a dynamic and inclusive workplace.
- Benefits: Up to £41,000 salary, bonus scheme, 27 days holiday, and flexible benefits.
- Other info: Hybrid role with a focus on personal and professional growth.
- Why this job: Make a real impact in customer experience while developing your career.
- Qualifications: Experience in financial services and strong communication skills required.
The predicted salary is between 41000 - 41000 £ per year.
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
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)
- 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
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.
Customer Experience Consultant in Swindon employer: Openwork
The Openwork Partnership is an exceptional employer, offering a dynamic and inclusive work environment in Swindon that prioritises personal and professional growth. With competitive benefits including a generous salary, bonus scheme, and extensive holiday allowance, we foster a culture of care and respect for individuality, ensuring that every employee feels valued and empowered to make a difference. Join us to be part of a team recognised as one of the Best 100 Large Companies to work for in 2022, where your contributions are celebrated and your career aspirations supported.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Consultant in Swindon
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their Client Contact Programme and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your communication skills! Since this role involves liaising with advisers and stakeholders, being able to articulate your thoughts clearly is key. Try mock interviews with friends or use online resources to sharpen your delivery.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Customer Experience Consultant in Swindon
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in financial services and your understanding of FCA regulations. We want to see how your skills align with the role of Customer Experience Consultant!
Showcase Your Communication Skills:Since this role involves liaising with advisers and internal teams, it’s crucial to demonstrate your strong communication abilities. Use examples from your past experiences where you’ve successfully handled challenging conversations or built relationships.
Highlight Your Analytical Thinking:We’re looking for someone who can analyse call outputs and identify trends. Include specific instances where you’ve used your analytical skills to solve problems or improve processes in your previous roles.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Openwork
✨Know Your FCA Regulations
Brush up on your understanding of FCA regulations, especially TCF and Conduct of Business. Being able to discuss these confidently will show that you’re not just familiar with the rules but can also apply them in real-world scenarios.
✨Showcase Your Investigative Skills
Prepare examples from your past experience where you've successfully investigated issues or improved processes. Highlighting your analytical thinking and problem-solving skills will demonstrate your fit for the role.
✨Communicate Effectively
Practice articulating your thoughts clearly and concisely. Since this role involves liaising with advisers and stakeholders, showcasing your strong communication skills during the interview is crucial.
✨Demonstrate Attention to Detail
Be ready to discuss how you manage competing priorities and ensure high-quality outcomes. Providing specific examples of how you’ve maintained attention to detail in previous roles will help you stand out.
