Client Contact Senior Consultant - Compliance role - hybrid working

Client 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.