Customer Service Consultant

at  Openwork UK Ltd

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.

What we offer:

• Salary - up to £24,000
• 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
• Death in service
• 25 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.

What you’ll be doing:

• 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.
• Providing support through telephone, email and other technologies to Openwork Partners, Advisers, their staff and Head Office staff, to resolve incidents, problems and queries.
• Updating all calls using the ticketing system, ensuring all information is entered accurately to allow an efficient resolution from 2nd line owners.
• Improving resolution of queries at initial point of contact or escalated to the appropriate 2nd line team.
• Managing the team Outlook account, logging all queries and ensuring they are dealt with by FIRST or escalated to the appropriate 2nd line team.
• Managing the team SDE account, logging all queries and ensuring they are dealt with by FIRST, or escalated to the appropriate 2nd line team.
• Documenting and communicating new fixes and workarounds to 1st & 2nd line teams.
• Identifying potential service problems with forthcoming software releases.
• Providing training to colleagues in your specialist area, in order to improve their knowledge-range.
• Maintaining positive working relationships with all Openwork and 3rd party colleagues.
• Assisting other business areas to complete manual tasks during off peak periods.

• 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.
• Providing support through telephone, email and other technologies to Openwork Partners, Advisers, their staff and Head Office staff, to resolve incidents, problems and queries.
• Updating all calls using the ticketing system, ensuring all information is entered accurately to allow an efficient resolution from 2nd line owners.
• Improving resolution of queries at initial point of contact or escalated to the appropriate 2nd line team.
• Managing the team Outlook account, logging all queries and ensuring they are dealt with by FIRST or escalated to the appropriate 2nd line team.
• Managing the team SDE account, logging all queries and ensuring they are dealt with by FIRST, or escalated to the appropriate 2nd line team.
• Documenting and communicating new fixes and workarounds to 1st & 2nd line teams.
• Identifying potential service problems with forthcoming software releases.
• Providing training to colleagues in your specialist area, in order to improve their knowledge-range.
• Maintaining positive working relationships with all Openwork and 3rd party colleagues.
• Assisting other business areas to complete manual tasks during off peak periods