Team Leader (Contact Centre/Helpdesk)

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

Job summary

A leading investment platform in Bristol is looking for a Team Leader for their contact centre. This full-time or part-time role involves leading a team of customer service advisors to achieve service delivery and call targets. Ideal candidates will have experience in customer service leadership and strong analytical skills. The position offers competitive salary, performance bonuses, and a variety of benefits including flexible working options and training opportunities.

Benefits

Annual pay review

25 days holiday plus bank holidays

Pension scheme with employer contribution

Flexible working options

Gym memberships and wellbeing apps

Qualifications

• Experience leading teams in customer service or contact centre environments.
• Proven ability to deliver high service performance.
• Strong analytical and problem-solving skills.

Responsibilities

• Lead and motivate a team of customer service advisors.
• Ensure service delivery and call targets are met.
• Provide coaching and support for team development.

Skills

Leadership

Customer service

Analytical skills

Problem-solving

Communication

Job description

Team Leader - Contact Centre/Helpdesk

We have a new position open for a (Contact Centre/Helpdesk) Team Leader to join our Omni channel operation function. Full-time and part‑time positions are available.

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 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 leadership 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 someone who able demonstrate 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 on‑line 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 8 am to 6 pm with one in three Saturdays from 9 30 am to 12 30 pm, you will have a rota within these hours.

For part‑time hours we offer, Monday to Friday between 10 am - 2 pm with one in three Saturdays from 9 30 am to 12 30 pm (Minimum of 16 hours per week)

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?

• 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
• Flexible working options available, including hybrid working
• Pension scheme up to 11% employer contribution
• Sharesave scheme - have a real stake in HL’s future
• Income Protection & Life insurance (4 × salary core level of cover)
• 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

up to 30 days depending on role level & increasing with length of service

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!

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.