Client QA Officer

Hargreaves Lansdown Asset Management Limited; Bristol; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading investment platform in the UK seeks a QA Technician for their Quality Assurance Team based in Bristol. This role involves supporting client-facing teams to ensure high-quality service delivery. Candidates should demonstrate strong written and oral communication skills, an objective approach to feedback, and a solid understanding of the company's products. The position offers a full-time schedule of 37.5 hours a week with hybrid work options. Comprehensive benefits include a discretionary bonus, enhanced parental leave, and private medical insurance.

Benefits

Discretionary annual bonus

25 days holiday plus bank holidays

Flexible working options

Pension scheme up to 11% employer contribution

Private medical insurance

Gym memberships and wellbeing apps

Qualifications

• Demonstrable in-depth understanding of HL products and services.
• Willingness to challenge own and others' understanding.
• Ability to manage time effectively under pressure.

Responsibilities

• Contribute to achieving review and monitoring targets monthly.
• Participate in projects to enhance service quality.
• Support regulatory obligations in an ongoing capacity.
• Review colleagues’ calls and emails based on risk framework.
• Provide feedback to improve colleagues' performance.
• Identify process inconsistencies and suggest improvements.

Skills

Strong written skills

Exceptional oral communication skills

Ability to work as part of a team

Objective approach to work

Job description

Excited to grow your career?

Our purpose is to empower people to save and invest with confidence. 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 are now recruiting for a QA Technician to join our Quality Assurance Team. This is a crucial part of supporting the client facing teams at HL in delivering exceptional service to our clients. As a QA Technician, you will work within an experienced and knowledgeable team with the objective of ensuring that our client facing colleagues are delivering the highest quality through their interactions with our clients. This role is a great opportunity for those looking to develop their knowledge of HL products and procedures. The role provides opportunities to develop coaching and feedback skills, alongside the chance to understand HL's approach to managing risk.

What you'll be doing

• Contributing fairly to ensure the team achieves review and monitoring targets for each month.
• Participating in ongoing projects to improve service quality across the business.
• Supporting business regulatory obligations in ongoing capacity.
• Exploration and analysis of Contact Lens results from AWS to improve client experience and meet regulatory needs.
• Reviewing colleagues' telephone calls and emails within a risk-based framework.
• Providing constructive feedback to develop colleagues' understanding and in monthly meetings with managers to drive better quality.
• Providing support and act as a Reference Point for technical and procedural queries from colleagues.
• Identifying inconsistencies of information and pro-actively look for ways to improve the processes and procedures.
• Analyse trends in client contact, through your assessment, and articulate these clearly to stakeholders.
• Support the Service Training Functions in identifying training needs and training solutions.

About you

• Objective approach to work and in feeding back to others.
• Ability to work as part of a small team and create an environment of joined up thinking.
• Well organised, able to plan and manage time, re-prioritising tasks where necessary whilst working well under pressure.
• Able to provide support and assistance to others.
• Adhere to confidentiality needs as applies.
• Willingness to challenge own and others' understanding.
• Demonstrable in-depth understanding of HL products and services.
• Desire to develop own knowledge and keep abreast of internal developments.
• Strong written skills and exceptional oral communication skills.

Interview process

The interview process for this role will consist of a task and competency based questions.

Working Schedule

This role is based in Bristol head office, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday. We have returned to the office, however for this role we offer a hybrid flexible working pattern to enable you the option of working from home and coming into the office. Please note that there will be some mandatory in office days to accommodate specific meetings.

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* & annual pay review
• 25 days* holiday plus bank holidays and 1-day additional Christmas closure time
• Option to purchase an additional 5 days holiday per year at annual enrolment
• Flexible working options available, including hybrid working
• Enhanced parental leave
• Pension scheme up to 11% employer contribution
• Sharesave scheme - have a real stake in HL's future
• Income Protection & Life insurance (4 x salary core level of cover)
• Private medical insurance*
• Health care cash plans - including optical, dental, and out patientcare
• Help@hand and an Employee Assistance Programme
• Gympass - gym memberships and wellbeing apps available
• Variety of travel to work schemes with free bike storage and shower facilities
• An inhouse barista serving subsidised coffee and snacks
• Join HL's sports, I&D networks and volunteering groups (two paid volunteering days per year)
• LifeWorks Discounts on services, restaurants and retailers

* dependant on role level

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.