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:
1. Salary - up to £41,000
2. Bonus scheme - on target bonus - 10%
3. Pension scheme - contribute up to 5% of your salary and Openwork will match you and put in an extra 5%
4. Critical illness cover
5. Income protection - 1x salary
6. Death in service - 4x salary
7. 27 days holiday + bank holidays, with the opportunity to buy up to an additional 10 days
8. A range of other flexible benefits to include private medical insurance, dental insurance and much more.
KEY ACCOUNTABILITIES
9. Supporting the delivery and ongoing enhancement of the Client Contact Programme
10. Overseeing day-to-day activity of third-party providers, ensuring calls are delivered to a high standard and within agreed SLAs
11. Owning and delivering training for suppliers, ensuring scripts remain current, relevant and aligned to SAF guidelines
12. Acting as a key point of escalation for issues requiring further review or reporting
13. Analysing call outputs, identifying trends and conducting further investigation where required
14. Liaising with Advisers, Supervision teams and PDMs to gather insights and drive improvements
15. Monitoring and reporting on breaches and emerging trends
16. Maintaining strong stakeholder relationships to ensure insights are shared and improvements are embedded
17. Providing SME support across the business, including ad-hoc call reviews
18. Offering technical guidance and feedback to both Openwork and Owl businesses
19. Supporting fair and commercially focused outcomes in areas of potential dispute
20. 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
21. Demonstrable investigative experience
22. Relevant experience within a financial services environment
23. Understanding of FCA regulation, including TCF and Conduct of Business rules
24. Knowledge of Openwork products, services and processes (desirable)
25. Awareness of adviser standards and expectations across Openwork and Owl
26. Level 4 Diploma (or willingness to work towards)
Skills & Competencies
27. Strong communication skills, with the ability to build effective relationships
28. Comfortable having conversations with both clients and advisers, including delivering challenging messages
29. Highly organised, with the ability to manage competing priorities and workloads
30. Strong attention to detail and analytical thinking
31. Effective problem solving and decision-making skills
32. Able to handle pressure and high-conflict situations with professionalism
33. 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.