Client Contact Senior Consultant

The opportunity

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.

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?

Experience & Knowledge

Demonstrable investigative experience
Relevant experience within a financial services environment
Understanding of FCA regulation, including TCF and Conduct of Business rules
Knowledge of Openwork products, services and processes (desirable)
Awareness of adviser standards and expectations across Openwork and Owl
Level 4 Diploma (or willingness to work towards)

Skills & Competencies

Strong communication skills, with the ability to build effective relationships
Comfortable having conversations with both clients and advisers, including delivering challenging messages
Highly organised, with the ability to manage competing priorities and workloads
Strong attention to detail and analytical thinking
Effective problem solving and decision-making skills
Able to handle pressure and high-conflict situations with professionalism
Commercial awareness and understanding 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.