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 be suitable for someone with experience as a Business Assessor, Complaints Handler, Quality Assessor etc.
Please note, this is a hybrid role, 3 days a week in our Swindon office.
The benefits:
- Salary - up to £43,000
- 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 of the Client Contact Programme by ensuring processes, guidelines and standards are being adhered to
- Overseeing day-to-day activity of third-party providers, ensuring they are working to high standard within SLAs
- Conducting surveys with Advisers to pick up on any issues/risks early
- 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
- Monitoring and reporting on breaches and emerging trends
- Maintaining strong stakeholder relationships to ensure insights are shared and improvements are embedded