Excited to grow your career?
Our purpose is to make it easy for people to save and invest for a better future. We are looking for great people to join us, so please come and invest in YOUR future at HL.
We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. We'd love to hear from you!
About the Role
We have a new position open for a (Contact Centre/Helpdesk) Team Leader to join our multi-channel client communications centre.
As a Team Leader you will be responsible for leading and motivating a team of 10-12 customer service advisors to deliver exceptional client service to our 1.8million clients by meeting service delivery and call targets. This is an exciting time to lead, coach and motivate colleagues and ensure a brilliant client experience, drive operational excellence and efficiency, and champion change during an exciting transformation journey. You will be supported and report into the Helpdesk Manager.
The position has come available due to internal promotion from our exiting team leaders. This role would suit someone who has contact centre or customer team leader experience.
What you'll be doing
Providing collaborative leadership.
Coaching and leading colleagues to drive high service performance through our process/systems, resources, and risk.
Taking responsibility for ensuring service delivery targets are met and escalating issues where appropriate.
Management and reporting to the Helpdesk Manager of your team performance and trends, driving efficiencies and exceptional client service.
Overseeing and designing processes and controls, focusing on the management of risks.
Complying with relevant regulation and legislation.
Providing support and development of objectives for the wider Service function
Creating and driving continuous improvement activities.
Promoting an inclusive and diverse culture where learning, development and colleague engagement is a priority.
Supporting career progression and development opportunities in your team and the wider Service Teams.
About you
Ideally, we are looking for someone who is able to demonstrate in the following areas:
Approachable, flexible and collaborative, able to motivate others and empower teams to deliver for clients.
Team Leader experience within customer service & contact centre environments.
Proven experience of managing teams in contact centres or client facing environments to drive positive outcomes for clients, colleagues and the business.
Ability to engage positively with colleagues at all levels.
Strong analytical and problem-solving skills. Ability to simplify complex problems and implement innovative solutions.
Effective performance and absence management.
Salary
£32k plus an annual (discretionary) performance-based bonus.
Interview process
A competency-based interview.
Working Schedule
This role is based in our Bristol head office, BS1 5HL. The working hours we offer are Monday to Friday between 8am to 6pm with one in three Saturdays from 9.30am to 12.30pm, you will have a rota within these hours.
Why us?
Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments.
To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.
What's on offer?
Discretionary annual bonus* and annual pay review
25 days* holiday plus bank holidays and 1-day additional Christmas closure
Option to purchase an additional 5 days holiday**
Flexible working options available, including hybrid working
Enhanced parental leave
Pension scheme up to 11% employer contribution
Income Protection and Life insurance (4 x salary core level of cover)
Private medical insurance*
Health care cash plans - including optical, dental, and out patientcare
Health screening programme
Help@hand - confidential support including mental health counselling and remote GP
Wellhub - unlimited access to fitness providers and wellness coach sessions
Variety of travel to work schemes with bike storage and shower facilities
Inhouse barista and deli serving subsidised coffee and sandwiches
Two paid volunteering days per year
* dependant on role level
** only available to select during our annual benefits window, in November each year
Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.
This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information.
Please note, we are unable to provide employment sponsorship to candidates.
#HLI
