FIRST 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.

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.
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• Improve resolution of queries at initial point of contact or escalated to the appropriate level team.

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• Manage the service management, logging all queries and ensure they are dealt with by the team or escalated to the appropriate level team.

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• Provide support in training in your specialist area to colleagues to improve their knowledge-range or onboarding.

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• Maintain positive working relationships with all Openwork and 3rd party colleagues.

• Assist business areas to complete manual tasks during off peak periods