Full job descriptionClient Contact Senior Consultant
Location: Swindon (Hybrid – 3 days in office, 2 days from home)
Salary: Up to £41,000 + bonus + excellent benefits
The Opportunity
We’re looking for a Client Contact Senior Consultant to play a pivotal role in ensuring high-quality adviser interactions, strong customer outcomes, and full adherence to FCA principles.
This is a highly visible role where you’ll collaborate with internal teams and third-party providers, taking ownership of monitoring performance, identifying risks, and driving continuous improvement across customer contact activity.
This opportunity is ideal for someone currently working as a Business Assessor, Complaints Handler, Quality Assessor, or similar within financial services.
Key Responsibilities
*Support delivery of the Client Contact Programme, ensuring adherence to processes, standards, and guidelines
*Oversee third-party providers, ensuring performance meets agreed SLAs and quality standards
*Conduct adviser surveys to proactively identify risks and areas for improvement
*Own and deliver supplier training, ensuring scripts are accurate and compliant
*Act as an escalation point for complex issues and provide clear reporting
*Monitor breaches and identify emerging trends and risks
*Build strong stakeholder relationships to embed insights and drive improvements
What We’re Looking For
*Strong financial services experience, ideally within wealth products
*Good understanding of FCA regulation and customer outcome standards
*Level 4 Diploma (or working towards) is advantageous
*Confident communicator, able to influence and build relationships at all levels
*Comfortable managing challenging conversations and high-pressure situations
*Analytical mindset with strong problem-solving and commercial awareness
What’s in it for You
*Salary up to £41,000
*On-target bonus of 10%
*Pension matched up to 5%
*Critical illness cover, income protection & death in service
*27 days holiday + bank holidays (option to buy more)
*Flexible benefits including private medical & dental cover
*Hybrid working (3 days in Swindon office, 2 days from home)
Why Join?
You’ll be joining a fast-paced, growing organisation with a strong focus on employee development, inclusivity, and work-life balance. This is a business that invests in its people, encourages individuality, and provides genuine opportunities to progress your career.