Senior Customer Service Consultant

3 weeks ago

Swindon, United Kingdom Openwork Ltd Full time

**The opportunity**:
Our Customer Service Consultants provide market leading customer service to our advisers and employees with product and payment queries, as well as systems and IT support requests. 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 Senior Customer Service Consultant, you will be responsible for answering queries surrounding Mortgage and Protections or Investment and Pensions products.

This is 12 month fixed term contract based in our Swindon office, with the flexibility to work from home a couple of days a week.

**Your**
**responsibilities**
**will include**:

- In this role you will provide a first-class service in either Mortgage and Protections, Investment and Pensions, taking ownership and care with adviser’s queries and/or problem(s). Protecting and maximising the department/company reputation by providing professionalism and accuracy at all times.
- Update all calls using ticketing system ensuring all information is correctly entered and all is 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 the service management, logging all queries and ensure they are dealt with by the team, or escalated to the appropriate 2nd Level team.
- Provide training in your specialist area to colleagues in order to improve their knowledge-range.
- Maintain positive working relationships with all Openwork and 3rd party colleagues.
- Assist business areas to complete manual tasks during off peak periods.

**What will you need to succeed?**:

- Ideally you'll be CeMap qualified or hold at least 2 R0 qualifications and preferably be working towards becoming level 4 diploma qualified.
- Experience in Financial Services.
- Good written and verbal communication skills; able to interact and build strong working relationships.
- Microsoft Office skills.
- Problem solving, decision making and judgement skills.
- Ability to remain calm when dealing with demanding customers.
- Ability to see queries through to resolution.
- Willingness to learn.

**Why 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 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.

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