Helpdesk & Contact Center Services Manager

Hargreaves Lansdown; Bristol; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading investment platform is seeking a Helpdesk Support & Services Manager in Bristol. You will shape contact centre operations, lead continuous improvement initiatives, and manage the Performance Academy for colleague development. The ideal candidate has a strong background in regulated environments and proven leadership skills. This permanent role offers flexibility with a hybrid working model and various employee benefits, including bonus opportunities and professional development programs.

Benefits

Discretionary annual bonus

Enhanced parental leave

Pension scheme up to 11% employer contribution

Private medical insurance

Health care cash plans

Unlimited access to wellness coach

Paid volunteering days

Qualifications

• Proven experience leading Contact Centre Teams within regulated environments.
• Demonstrated ability to drive service quality improvements and embed operational frameworks.
• Expertise in creating and delivering training programs.

Responsibilities

• Develop and maintain contact centre operating frameworks.
• Lead continuous improvement initiatives for client experience.
• Manage Helpdesk communications for operational priorities.

Skills

Leadership in regulated environments

Service quality improvements

Analytical skills

Exceptional communication skills

Collaboration with cross-functional teams

Job description

A leading investment platform is seeking a Helpdesk Support & Services Manager in Bristol. You will shape contact centre operations, lead continuous improvement initiatives, and manage the Performance Academy for colleague development. The ideal candidate has a strong background in regulated environments and proven leadership skills. This permanent role offers flexibility with a hybrid working model and various employee benefits, including bonus opportunities and professional development programs.