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Partner Support Consultant

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360 Resourcing Solutions

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Location:
United Kingdom , Basildon

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Category:
IT - Administration

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Contract Type:
Employment contract

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Salary:

Not provided
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Job Description:

As a Partner Support Consultant, you’ll be the first point of contact for our Appointed Representatives (Mortgage Brokers), providing prompt, accurate, and professional support across telephone, webchat, and email. You’ll manage your own workload, resolve incidents and service requests, and play a key role in maintaining service excellence across our network. Working in a fast‑paced, ITIL‑aligned environment, you’ll help ensure our partners receive the outstanding support they expect from Stonebridge.

Job Responsibility:

  • Delivering high‑quality support across phone, webchat, and ticketing channels
  • Troubleshooting platform, access, and system issues
  • Managing and prioritising incidents and service requests to meet SLAs
  • Handling complex queries and supporting escalations
  • Ensuring clear, professional communication with users and internal teams
  • Maintaining accurate ticket documentation and following ITIL‑aligned processes
  • Identifying recurring issues and contributing to service improvements
  • Supporting incident and problem management, including root‑cause analysis
  • Creating and maintaining knowledge articles and user guides
  • Assisting with UAT and release testing
  • Contributing to operational reporting and service performance insights

Requirements:

  • Experience in a fast‑paced, ITIL‑aligned IT support environment
  • Background in service desk, helpdesk, or application support
  • Strong troubleshooting and problem‑solving skills
  • Excellent communication across phone, webchat, and email
  • Ability to prioritise effectively and manage competing demands
  • High attention to detail and strong documentation skills
  • Ability to work independently while contributing to a collaborative team
  • Able to fully satisfy the pre-employment screening process, which comprises code of conduct, right to work, identity, 5 years referencing, AML, credit screen, financial sanctions and DBS checks

Nice to have:

  • Experience in financial services or a regulated environment
  • Familiarity with ManageEngine ServiceDesk Plus or similar tools
  • Understanding of ITIL Foundation principles
  • Experience supporting software platforms used by mortgage or financial adviser networks
What we offer:
  • Great company culture built on openness, collaboration, and support
  • Competitive salary and performance‑related bonus (non‑contractual)
  • 22 days annual leave plus your birthday off, and up to 3 additional days for length of service
  • Company pension with optional matched contributions up to 1.5%
  • Hybrid working with flexibility to work from home
  • Free breakfast, lunch, snacks, and drinks when working in the office
  • 2 volunteering days and 1 team volunteering day each year
  • 2 half‑days of paid ‘me time’ to support mental and physical wellbeing
  • Employee engagement activities, recognition schemes, and retail discounts
  • Salary sacrifice schemes (home tech, cycle to work, pension)
  • Gym subsidy, company sick pay, and EAP support
  • Option to buy up to 5 extra days’ holiday
  • £500 employee referral scheme
  • Death in service cover and critical illness insurance

Additional Information:

Job Posted:
May 20, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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