Helpdesk Consultant (Full-Time)

We have new positions open for Helpdesk Consultants to join our multi channel client contact center. 

As a Helpdesk Consultant you will be the first friendly voice to our 1.8 million clients and responding to emails. This role is not about sales or cold calling and you will only take in-bound calls from our clients to support them with their query. Do you have experience in:-

• Phone calls, answering calls from customer or clients?
• Writing emails, responding to customers or clients via email and confident in writing emails?

This role would suit someone who has experience working within a helpdesk, operational, administration, customer service or contact/call center environment and is who is looking to develop their career in Wealth Management. 

This role is the first step to develop your career within a Bristol based Top FTSE 100 Wealth Management company. To support you on your career journey we will provide you with full training in replying to our clients’ emails and answering phone calls. You will join our 4-week tailored programme that involves side-by-side coaching, interactive workshops on HL’s products & services, systems we use and much much more. You will be supported and report into the Helpdesk Team leader.

Testimonial from our recently promoted Helpdesk Consultant. Archie who has been recently promoted to Team Leader. "I have benefited from both the in-house training as well as the encouragement and sponsorship of both the company and my managers to undertake external qualifications. There is a clear progression path internally and resources are made easily available to plot your own career journey yourself. One unexpected benefit is the ability to gain mentorship from another member of the company with great experience and tutorship that they are happy to share."

Sally who has been promoted to Training Manager. " 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. "

Salary

Starting salary from £24,610 Full-Time (37.5 hours), permanent contract, please see below for details about the some of the benefits we offer.  

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 email, phone 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 confident in writing emails, passionate about delivering excellent client service, organised to meet tight deadlines, have the ability to multi-task, be an inquisitive person, empathic and resilient. Ideally, we are looking someone who able demonstrate in the following areas:

• Communication skills such as responding to clients’ emails and answering calls.
• 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

One stage, 30 to 40 minutes competency-based interview. 

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. 

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

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 (during annual enrolment window, if eligible depending on start date)
• 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
• Inhouse barista & deli serving subsidised coffee and 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.

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.