Helpdesk Consultant

Hargreaves Lansdown; West of England; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Discretionary bonus

25 days holiday

Hybrid working

Pension 11% employer

Private medical insurance

Health care plans

Volunteer days

Job summary

Hargreaves Lansdown in Bristol is seeking a Helpdesk Consultant to be the first point of contact for our 1.8 million clients, handling inbound calls and written queries with a high standard of service. You will receive in-house training and work across the business on complex operational, investment, pensions and retirement questions, with a clear progression path.

This full-time role offers hybrid working after probation, a starting salary of £26,400, and a range of generous benefits as part of

Qualifications

• Experience in service-related roles is suitable.
• Willingness to develop career in financial services.

Responsibilities

• Help clients make the most of their money and improve financial resilience.
• Resolve client queries on HL’s investments, products and services by phone or email.
• Deliver a tailored, professional and empathetic service at every interaction.
• Collaborate with other teams within the business and external companies.
• Support the team's risk and control activities to ensure good client outcomes.

Skills

Communication skills

Answering calls

Responding to emails

Collaborative approach

Organised

Thrives under pressure

Results driven

Growth mindset

Job description

About the role

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 250 Wealth Management company. You will join our tailored training programme that involves sideby-side coaching, interactive workshops on HL’s products & services, the systems we use and much more.

Testimonial from our recently promoted Helpdesk Consultant

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 £26,400 full-time (37.5 hours), permanent contract, please see below for details about some of the benefits we offer.

Confidential

What you’ll be doing

• 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 or email
• 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, motived by performance

We are looking someone who is able 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

Interview process

In-person assessment centre including interview and tasks.

Working Schedule

This role is based in our Bristol head office at The Welcome Building, near Temple Meads Station. 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?

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 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
• 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.