We’re extremely proud of the customer service experience that our FIRST Consultants provide. This is an opportunity to join the team, learn about our business and build a career here at Openwork. Our FIRST 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. This is a hybrid role based in Swindon with the expectation of being in the office twice a week. The benefits: Salary - up to £26,000 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 Income protection - 1 x salary Death in service - 4 x 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. Your responsibilities will include: Providing excellent service, taking ownership and care with adviser’s queries or problems; protecting and maximising the department and Openwork reputation by displaying professionalism and accuracy at all times. Provide support through telephone, tickets and other technologies to Openwork Partners, Advisers, and their staff to resolve customer support needs. Update all calls using ticketing system ensuring all information is correctly entered and all is accurate to allow an efficient resolve from second- or third-line owners, linking tickets to problems and following user guides. Improve resolution of queries at initial point of contact or escalated to the appropriate l evel team. Manage the service management, logging all queries and ensure they are dealt with by the team or escalated to the appropriate l evel team. Provide support in training in your specialist area to colleagues to improve their knowledge-rang e or onboarding. 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? Customer service experience within a c ontact c entre environment Experience in Financial Services F oundation training will be provided. Computer proficiency Pensions, Investments, Mortgage and Protection products Excellent call-handling skills, committed to customer satisfaction. Excellent Microsoft Office skills. Strong written and grammar skills. Excellent communication and interpersonal skills, able to tailor approach to a range of customers. Strong influencing skills. Ability to build and maintain strong working relat ionships. Problem solving, decision making and judgement skill s. R emains calm when dealing with demanding customers and high-pressure situations. Ability to see queries through to resolution taking ownership of issues and enquiries. Team player supporting others with enquiries and knowledge sharing. Self-aware and w illingness to learn key knowledge within the Financial Services. High level of personal presentation when conducting video support calls. Why us? 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.