Location
Swindon | United Kingdom
Job description
The opportunity
At the heart of The Openwork Partnership there are over 4,200 financial advisers, based in nearly 700 firms, and supported by 600 colleagues in our central teams. Together we are a partnership and financial advice is what we do - it’s our shared history, our DNA. Whether you are planning a career with us, growing your business, protecting your family, or building a retirement plan… our purpose is to make it easier for you to face your future with confidence and optimism.
The Openwork Partnership brand continues to grow, both in terms of our adviser network and our colleagues across the Group.
The Senior FIRST Consultant provides an outstanding user experience for advisers and colleagues needing to make contact for wealth product queries and submission systems support.
Engaging with users through an omni-channel range of contact routes, providing a one-stop professional, positive, efficient service.
The benefits:
- Salary - Up to £31,000
- Bonus scheme - on target bonus -7.5%
- 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
- 25 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
- Provide first class service in either Investment & Pensions, taking ownership and care with adviser’s queries and/or problem(s).
- Protecting and maximising the department/company reputation by always providing professionalism and accuracy.
- Provide support through telephone and other technologies to Openwork Partners, Advisers, their staff, and Head Office staff, to resolve incident, problems & queries.
- Update all calls using ticketing system ensuring all information is entered correctly and accurate to allow an efficient resolve from second line owners.
- Improve resolution of queries at initial point of contact or escalated to the appropriate 2nd Level team.
- Manage 2nd line raised tickets ensuring that tickets are being handled within SLA (Service Level Agreement).
- Handle logging all incidents and ensure they are dealt with by FIRST Business or escalated to the appropriate 2nd Level team.
- Document and communicate new fixes on submission systems or process and workarounds to 1st & 2nd Level teams.
- Identify potential service problems with forthcoming software releases.
- Help to provide training to colleagues to improve their knowledge-range.
- Maintain positive working relationships with all Openwork and 3rd party colleagues.
What will you need to succeed?
- Financial - At least R01 and R02/R04, or R05 qualifications and preferably working towards becoming level 4 diploma qualified.
- Experience in Financial Services or a help desk environment.
- A keen interest and understanding in specialist field (Investments and Pensions).
- Customer service experience.
- Experience of Contact Support Centre environment
- Experience of dealing with Openwork Sales Force and Support Centre staff.
- Ability to identify improvements in our customer journey.
- Computer proficiency
- Excellent call-handling skills
- Excellent Microsoft Office skills
- Good written and grammar skills
- Effective communication and interpersonal skills
- Strong influencing skills
Why us?
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 2021. The Openwork Partnership values and respects individuality and we are committed to building an inclusive culture and environment 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.
On top of offering a modern workplace with bags of development opportunities, we also offer a highly attractive benefits package to reward you for your hard work. This includes a competitive base salary, an industry-leading annual bonus, enhanced pension, critical illness cover, income protection and a range of other flexible benefits
Job tags
Salary
£31k per annum
