Business Support Specialist (Wealth)

The Openwork Partnership; Swindon; Hybrid; GBP 36,000 - 41,000; Full time

Job summary

The Openwork Partnership seeks a Diploma-qualified Customer Service Consultant to deliver exceptional support in a hybrid role based in Swindon. You will play a key part in advisory support channels, ensuring compliance and educating colleagues while fostering a committed customer satisfaction environment. The role offers a competitive salary up to £41,000, a bonus scheme, and extensive employee benefits.

Benefits

Bonus scheme

Pension scheme

Critical illness cover

Income protection

Death in service

27 days holiday + bank holidays

Flexible benefits including private medical insurance

Qualifications

• Diploma qualified, working towards Chartered Professional Status or equivalent.
• Experience in Customer Service/Contact Centre environment.
• Good understanding of Pensions and Investment.

Responsibilities

• Deliver high customer satisfaction scores through effective problem-solving.
• Identify and resolve adviser queries efficiently.
• Provide training to colleagues in your specialist area.

Skills

Communication

Problem-Solving

Organizational Skills

Customer Satisfaction

Microsoft Office

Education

Diploma Qualified

Job description

The opportunity

We are proud of the outstanding customer service provided by our Customer Service Consultants within our FIRST team. We're seeking a Diploma qualified expert in Wealth to support our network of advisers and internal teams with high quality, knowledgeable customer service on the Adviser Support channel.

Our team offers technical expertise and efficient issue resolution, guiding advisers through sales processes and compliance procedures. Your role as the first point of contact is crucial, guaranteeing a delightful customer experience that adheres to quality and regulatory standards.

This is a hybrid role, based in our Swindon office.

The benefits:

• Salary - up to £41,000
• 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 - 1x salary
• Income protection
• 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 including private medical insurance, dental insurance, and more.

Key Accountabilities:

• Delivering high customer satisfaction scores by being truly customer-centric and a skillful problem-solver.
• Use industry and process expertise to ensure delivery of excellent support in line with expectations.
• Identify and resolve adviser queries efficiently, while building strong and professional relationships.
• Proactively take ownership for understanding systems and procedures.
• Maintain accurate records of contacts related to the role, with high attention to detail for data analysis.
• Champion the adviser perspective, understanding their pain points, and collaborating for positive change.
• Provide training in your specialist area to colleagues to support onboarding and knowledge enhancement.
• Liaise with other departments and service teams to keep advisers updated on ticket progress.
• Protect and enhance the department/company reputation, acting as a brand ambassador.
• Support with other tasks as required.

What will you need to succeed?

Qualifications/Experience:

• Essential - Diploma Qualified, working towards Chartered Professional Status or equivalent (considerable competence and experience may be accepted).
• Essential - Good understanding of Pensions and Investment.
• Previous Platform experience.
• Experience in Customer Service/Contact Centre environment.

Skills and Competencies:

• Excellent communication skills, effective, clear, and empathetic in verbal and written communication.
• Ability to think quickly, critically, and provide solutions.
• Manage complex customer queries and escalations confidently and with care.
• Strong organizational and multitasking skills.
• Committed to customer satisfaction and consumer duty.
• Excellent IT skills across various systems and Microsoft Office.
• Ability to work in a team, build, and maintain relationships.
• Calm and professional under pressure, with a customer-first mindset.
• Experience working in a dynamic environment.
• Self-aware, with a passion for learning and development in Financial Services.

Why us?

We're a dynamic, fast-paced, growing business with huge ambition. We invest heavily in our colleagues, aiming to develop them personally and professionally. We’re proud to be one of the Best 100 Large Companies to work for in 2022. Our culture values individuality, inclusivity, and respect for differences. We believe everyone can make a difference, and no barrier—be it race, religion, disability, or gender—will hinder your progress. At Openwork, we foster a caring environment where you can balance career success with personal commitments. We trust our colleagues to bring their best selves to work, choosing when, where, and how to work effectively.