{"@context":"https:/schema.org/","@type":"JobPosting","title":"Head of Investment Helpdesk

Hargreaves Lansdown; Bristol; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A financial services provider in Bristol is seeking a Head of Investment Helpdesk to lead a team of 200 Helpdesk Advisors. The role involves improving client outcomes, managing risks, and ensuring high service standards. Ideal candidates will have significant leadership experience and the ability to drive operational efficiencies. This full-time position offers a hybrid working model with great benefits including a discretionary annual bonus, enhanced parental leave, and private medical insurance.

Benefits

Discretionary annual bonus

25 days holiday plus bank holidays

Enhanced parental leave

Pension scheme with employer contribution

Private medical insurance

Health care cash plans

Wellness programs

In-house barista

Paid volunteering days

Qualifications

• Significant leadership experience within operational or client-facing environments.
• Excellent record managing large teams, with proven experience of managing Managers and Senior Managers.
• Demonstrable experience of managing change and transformation to deliver operational efficiencies.

Responsibilities

• Lead the Investment Helpdesk and Client Support functions.
• Drive the strategic and people plans for service delivery.
• Monitor performance and report trends to ensure client service remains high.

Skills

Leadership

Client support

Risk management

Change management

Operational efficiency

Problem-solving

Salesforce knowledge

Tools

Salesforce

Job description

Overview

HL has a fantastic opportunity for a Head of Investment Helpdesk. You will be leading our Investment Helpdesk to deliver positive client outcomes, exceptional client and colleague experience and improved business outcomes. You will have responsibility for 200 Helpdesk Advisors and have 4 direct reports and will report into the Head of Helpdesk.

What you'll be doing

• Lead the Investment Helpdesk (including withdrawals and transfers), Client Support and Helpdesk Technical.
• Lead, coach and motivate a large function to deliver outstanding client service at every touch-point.
• Role model HL values and ensure consistently good client, business and colleague outcomes through effective management of people, resources and risks.
• Drive and deliver the Strategic and People plan for Service, and engage with other business areas to drive positive outcomes for clients, colleagues and the business.
• Ensure delivery targets are met through proactive people resource and risk management.
• Monitor and report performance and trends, supporting the P&L to ensure costs are controlled whilst maintaining client service.
• Lead and drive an effective risk and control environment to ensure and evidence good client outcomes.
• Understand and comply with relevant regulation and legislation and keep knowledge up to date.
• Work proactively and collaboratively with other business leaders to provide consistently high levels of performance and client satisfaction.

Experience & qualifications

• Excellent business, regulatory and operational knowledge with awareness of technologies and strategies to deliver operational efficiencies.
• Significant leadership experience within operational or client-facing environments.
• Excellent leadership record managing large teams (circa 200) with proven experience of managing Managers and Senior Managers to drive the right outcomes for clients, colleagues and the business.
• Demonstrable experience of managing change and transformation to deliver operational efficiencies.
• Knowledge of Salesforce will be beneficial.
• Regularly looking to continually improve personal and team performance, actively promoting change and continuous improvement.
• Accomplished in forging effective relationships at all levels, skilled at influencing, negotiating and managing challenging conversations with ease.
• Ability to simplify complex problems and implement innovative solutions.
• Ability to work, and be resilient, in a fast paced and changeable environment.

Location & contract

The role is based in our Bristol head office, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday. Hybrid flexible working pattern with a requirement to be in the office 3 days a week.

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 outpatient care
• Health screening programme
• Help@hand - confidential support including mental health counselling and remote GP
• Wellhub - unlimited access to fitness providers and wellness coach sessions
• Various travel to work schemes with bike storage and shower facilities
• In-house barista and deli serving subsidised coffee and sandwiches
• Two paid volunteering days per year (dependant on role level; only available to select during annual benefits window in November)

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.