Specialist Customer Service Consultant

2 weeks ago


Swindon, United Kingdom Openwork UK Ltd Full time

Our Customer Service Consultants provide market leading customer service to our advisers and employees with product and payment queries. Engaging with users through an omni-channel range of contact routes, they provide a one-stop professional, positive experience critical to the success of our business.

We’re extremely proud of the customer service experience that our Customer Service Consultants provide. This is an opportunity to join the team, learn about our business and start a career here at The Openwork Partnership.

As a Specialist Customer Service Consultant, you will be responsible for answering queries surrounding Mortgage and Protections or Investment and Pensions products.

This is a hybrid role based in our Swindon office, with 2-3 days required in the office.

**Your responsibilities will include**:

- Providing first class service in either Mortgage/Protection or Investment/Pension, taking ownership and care with adviser’s queries and/or problems.
- Protecting and maximising the department and company reputation by providing professionalism and accuracy at all times.
- Updating all calls using ticketing system, ensuring all information is entered correctly and accurate to allow an efficient resolve from 2nd line owners.
- Improving resolution of queries at initial point of contact or escalated to the appropriate 2nd line team.
- Managing 2nd line raised tickets, ensuring that tickets are being handled within SLA.
- Working alongside Management to deliver change to improve the customer journey.
- Managing the team SDE account, logging all queries and ensuring they are dealt with by FIRST, or escalated to the appropriate 2nd line team.
- Documenting and communicating new fixes and workarounds to 1st & 2nd line teams.
- Identifying potential service problems with forthcoming software releases.
- Cascading changes and updates in your specialist area to colleagues.
- Mentoring Senior FIRST Consultants who are undertaking R0 qualifications.
- Maintaining positive working relationships with all Openwork and 3rd party colleagues.
- Completing at least one manual task activity.



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