Helpdesk Consultant (part-time)

Hargreaves Lansdown Asset Management Limited; Bristol; On-site; GBP 15,000 - 21,000; Part time

Job summary

A leading wealth management firm in Bristol is seeking a part-time Helpdesk Consultant to provide outstanding client service. In this role, you will resolve queries primarily via phone, ensuring clients receive empathetic and professional support. Ideal candidates possess excellent listening, communication, and organizational skills, with prior experience in customer service. You will receive comprehensive training and join a supportive team, contributing to the firm's client-centric culture.

Qualifications

• Experience in a helpdesk, customer service, or contact center environment.
• Ability to work under tight deadlines and multi-task effectively.
• Demonstrated passion for delivering excellent client service.

Responsibilities

• Be the first point of contact for resolving client queries via phone, email, or chat.
• Deliver a personalized service by listening and resolving issues on the first contact.
• Support vulnerable clients and work collaboratively with teams.

Skills

Listening skills

Empathy

Resilience

Communication skills

Organizational skills

MS Office proficiency

Job description

Helpdesk Consultant - part-time position now available.

We have positions open for Helpdesk Consultants to join our contact center on a part-time basis. As a Helpdesk Consultant you will be the first friendly voice our 1.8 million clients will hear. This role is primarily based on the phones but this is not a sales or cold calling role. You will support our clients with their query.

We are hiring as a number of colleagues have progressed internally within HL! Here is a quote from Sally who originally started as a Helpdesk Consultant:

" Starting my career at HL's Helpdesk was a fantastic opportunity that laid a solid foundation 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. "

The part‑time hours we can offer a minimum of 16 hours over four‑five days per week. Ideally, we are looking for someone to support over the lunch time period between 10am to 2pm. Please state in your application the working hours you are looking for.

This role is the first step to develop insight into what products and services we offer our clients, and you will gain a strong grounding of expertise in this role. We want you to achieve your full potential and support you in your career, this position is a great step in creating a career within a Bristol based Top FTSE 100 Wealth Management company.

To support you on this journey you will be given full training from the first day you join. You will join our 4‑week tailored programme that involves side‑by‑side coaching and interactive workshops on HL's products & services, coaching on handling calls from HL's clients, systems we use and much much more.

This role would suit someone who is a good listener, empathetic, resilient and has experience working within a helpdesk, operational, customer service or contact/call centre environment.

Salary

Starting salary for a full‑time position is £24,610 full‑time (37.5 hours), your salary will be pro‑rated accordingly to how many hours you can do.

What you'll be doing

Your responsibilities for this role but not restricted to are:

• Being the first point of contact for resolving client queries by phone, emails or virtual chats, offering a professional, empathetic, and outstanding level of service at every interaction with our clients across HL's products and services
• Delivering a personalised service by listening to customer needs, resolving first time, and ensuring the right outcome for the client and HL
• Able to identify and support vulnerable clients
• Working collaboratively with other teams within the business and external companies
• Supports the team's risk and control activities to ensure good client outcomes and risk management culture

About you

To be successful you should be able to demonstrate that you are passionate about delivering excellent client service, organised to meet tight deadlines, have the ability to multi‑task and be an inquisitive person. Ideally, we are looking someone who able demonstrate 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

A competency‑based interview conducted online via Microsoft teams.

Working Schedule

This role is based in our Bristol head office, BS1 5HL. The part‑time hours we offer are Monday to Friday between 10am to 2pm with one in three Saturdays from 9.30am to 12.30pm. Please state in your application the working hours you are looking for.

We support hybrid working once you have successfully completed your training and are confident on the phone and have passed your 3‑month probation.