Helpdesk Team Leader

Hargreaves Lansdown Asset Management Limited; Bristol; On-site; GBP 32,000 - 35,000; Full time

Job summary

A leading investment platform based in Bristol is seeking a Team Leader for their Helpdesk. You will lead a team of customer service advisors, ensuring exceptional service for over 1.8 million clients. Responsibilities include coaching the team, managing performance, and driving service delivery efficiency. The role offers a competitive salary of £32k - £35k plus an annual bonus, along with multiple employee benefits. This is a great opportunity for someone with team leadership experience in customer service.

Benefits

Discretionary annual bonus

25 days holiday plus bank holidays

Flexible working options

Enhanced parental leave

Pension scheme up to 11%

Private medical insurance

Gym memberships

Employee Assistance Programme

Qualifications

• Experience as a Team Leader in customer service or contact centers.
• Proven ability to manage teams and drive positive outcomes.
• Strong communication and engagement skills.

Responsibilities

• Lead and motivate a team of customer service advisors.
• Ensure service delivery targets are met.
• Design processes focusing on risk management.

Skills

Approachable and collaborative

Customer service experience

Team leadership

Strong analytical skills

Effective performance management

Job description

Excited to grow your career?

We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. We'd love to hear from you!

Our purpose is to empower people to save and invest with confidence. We are looking for great people to join us, so please come and invest in YOUR future at HL.

We have a new position open for a (Contact Centre/Helpdesk) Team Leader to join our multi-channel client communications centre.

As a Team Leader you will be responsible for leading and motivating a team of 10-12 customer service advisors to deliver exceptional client service to our 1.8million clients by meeting service delivery and call targets. This is an exciting time to lead, coach and motivate colleagues and ensure a brilliant client experience, drive operational excellence and efficiency, and champion change during an exciting transformation journey. You will be supported and report into the Helpdesk/Operations Manager.

The position has come available due to internal promotion from our exiting team leaders and growth within our Omni channel function.

This role would suit someone who has contact centre, customer service or operational team leader experience.

Salary

£32k - £35K (dependant on experience) plus an annual performance-based bonus.

What you'll be doing

Your responsibilities for this role but not restricted to are:

• Providing collaborative leadership.
• Coaching and leading colleagues to drive high service performance through our process/systems, resources, and risk.
• Taking responsibility for ensuring service delivery targets are met and escalating issues where appropriate.
• Management and reporting to the Helpdesk Manager of your team performance and trends, driving efficiencies and exceptional client service.
• Overseeing and designing processes and controls, focusing on the management of risks.
• Complying with relevant regulation and legislation.
• Providing support and development of objectives for the wider Service function.
• Creating and driving continuous improvement activities.
• Promoting an inclusive and diverse culture where learning, development and colleague engagement is a priority.
• Supporting career progression and development opportunities in your team and the wider Service Teams.

About you

Ideally, we are looking someone who able demonstrate your experience in the following areas:

• Approachable, flexible and collaborative, able to motivate others and empower teams to deliver for clients.
• Team Leader experience within customer service, contact centre, operational or client-facing environments
• Proven experience of managing teams in contact centres, operational or client facing environments to drive positive outcomes for clients, colleagues and the business.
• Ability to engage positively with colleagues at all levels.
• Strong analytical and problem-solving skills. Ability to simplify complex problems and implement innovative solutions.
• Effective performance and absence management.

Interview process

An assessment morning consisting of a group exercise, role play exercise and competency based interview in our office.

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.

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* & annual pay review
• 25 days* holiday plus bank holidays and 1-day additional Christmas closure time
• Option to purchase an additional 5 days holiday per year at annual enrolment
• 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 & Life insurance (4 x salary core level of cover)
• Private medical insurance*
• Health care cash plans - including optical, dental, and out patientcare
• Help@hand and an Employee Assistance Programme
• Gympass - gym memberships and wellbeing apps available
• Variety of travel to work schemes with free bike storage and shower facilities
• An inhouse barista serving subsidised coffee and snacks
• Join HL's sports, I&D networks and volunteering groups (two paid volunteering days per year)
• LifeWorks Discounts on services, restaurants and retailers

* dependant on role level

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.