Team Leader

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

Job summary

A leading investment platform in Bristol is seeking a Helpdesk Team Leader responsible for leading a team of customer service advisors. You will drive exceptional client service to support 1.8 million clients, ensuring efficiency and adherence to service delivery targets. Ideal candidates will possess team leader experience in customer service settings, complemented by strong analytical and problem-solving skills. This role provides opportunities for professional development and includes a range of employee perks like hybrid working options and a discretionary annual bonus.

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

In-house cafe and barista

Paid volunteering days

Qualifications

• Team Leader experience in customer service or contact centre environments.
• Proven experience managing teams to drive positive outcomes.
• Strong analytical skills to implement innovative solutions.

Responsibilities

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

Skills

Approachable

Flexible

Collaborative

Problem-solving skills

Job description

We have a new position open for a 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 1.8 million 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.

Our omni channel function is made up by five key departments.

• Helpdesk – where we directly answer the calls our clients make to us about ISAs, pension, savings and investment.
• New Business – where we are administering client instructions on opening and account.
• Transfers – where we enable our clients to transfer money in and out of our platform.
• Client Accounts – where we fulfil the client experience such as trading, Asset Servicing, Payments, Treasury and Reconciliations.
• Client Services – where we manage all our Clients concerns and resolve any complaints.

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

Salary

£32k – £35k (dependent 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 for someone who can 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

A competency‑based interview conducted online via Microsoft Teams.

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‑patient care.
• 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 in‑house barista serving subsidised coffee and snacks, plus we have recently opened an in‑house cafe with "Sandwich Sandwich" offering subsidised sandwiches.
• 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.

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