Customer Service Representative

Hargreaves Lansdown Asset Management Limited; Bristol; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading financial services provider based in Bristol is looking for a Customer Service Representative to join their financial helpdesk. The successful candidate will be the primary point of contact for clients, assisting with queries related to investments and pensions. This is a non-sales role offering in-house training and opportunities for career progression in Financial Services. Competitive salary starts at £24,610 for full-time positions, along with a variety of employee benefits including flexible working options and professional development opportunities.

Benefits

Annual pay review

25 days holiday plus bank holidays

Flexible working options

Enhanced parental leave

Pension scheme up to 11% employer contribution

Private medical insurance

Health care cash plans

Two paid volunteering days per year

Qualifications

• Experience in service-related roles is preferred.
• Ability to thrive under pressure.
• Results-driven with performance motivation.

Responsibilities

• Assist clients with financial queries via phone and email.
• Deliver exceptional customer service at all times.
• Collaborate with different teams inside and outside the company.

Skills

Communication skills

Collaborative approach

Organised approach

MS Office proficiency

Growth and learning mindset

Job description

We have a new position open for a Customer Service Representative to join our leading financial helpdesk, either in our Investment or Pension department.

You’ll be the first point of contact for our 1.8 million clients and support them through inbound calls and written correspondence. This is not a sales role. You’ll receive in‑house training and work across the business to be able to help clients with complex operational, investment‑based or pensions and retirement‑based queries.

This role would suit someone who has experience in service‑related roles, and who is looking to develop their professional career in Financial Services and Wealth Management.

This role is the first step to develop your career in a Bristol‑based FTSE listed Wealth Management company. You will join our tailored training programme that involves side‑by‑side coaching, interactive workshops on HL's products & services, the systems we use and much more.

Testimonial from Archie who has been recently promoted to Team Leader. "I have benefited from both the in‑house training as well as the encouragement and sponsorship of both the company and my managers to undertake external qualifications. There is a clear progression path internally and resources are made easily available to plot your own career journey yourself. One unexpected benefit is the ability to gain mentorship from another member of the company with great experience and tutorship that they are happy to share."

Charlie who has been promoted to Head of Pension Helpdesk. "Starting my career at HL's Helpdesk was a fantastic opportunity for me. It allowed me to gain a comprehensive understanding of our business, products, clients, and the broader financial landscape. The skills and knowledge I acquired during my time on the Helpdesk propelled my progress across various departments."

Salary

Starting salary from £24,610 full‑time (37.5 hours), permanent contract

What you’ll be doing

Your responsibilities for this role are:

• Helping clients make the most of their money and improve financial resilience for them and their families
• Solving client queries on HL's investments, products and services by phone, email or virtual chats
• Delivering a tailored, professional, empathetic, and outstanding level of service at every interaction
• Working collaboratively with other teams within the business and external companies
• Supporting the team's risk and control activities to ensure good client outcomes and risk management culture

About you

We invest in our teams – we don’t require you to have a background in financial services. A successful candidate must:

• Possess a growth and learning mindset
• Be ambitious and resilient
• Thrive under pressure
• Be results‑driven, motivated by performance

We are looking for someone who is able to demonstrate ability in the following areas:

• Communication skills such as answering calls and responding to clients’ emails
• Enjoys working in a fast‑paced work environment, with the ability to work to tight deadlines
• Have a collaborative approach to work, willing and able to work with other team members to complete tasks
• Organised approach with the ability to prioritise tasks and workload effectively
• Able to use MS Office (Outlook, Word, Excel)

Interview process

In‑person assessment centre including interview and tasks. A great opportunity to visit our central office and see what it’s like to work here.

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.

We support hybrid working once you have successfully completed your training and have passed your probation.

Why us?

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 and invest with confidence.

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?

• 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
• Sharesave scheme – have a real stake in HL's future
• Income Protection and Life insurance (4 × salary core level of cover)
• Private medical insurance*
• Health care cash plans – including optical, dental, and outpatient care
• 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
• In‑house barista and deli serving subsidised coffee and sandwiches
• Two paid volunteering days per year

*dependent 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.

Please note, we are unable to provide employment sponsorship to candidates.