Helpdesk Consultant

Job Description

About the role We have new roles open in our omni channel community and you could be who we are looking for! As part of our omni channel team you will be the main point of contact and the first friendly voice our Hargreaves Lansdown (HL) clients will hear. You will havethe chance to develop insight into our business and will gain a strong grounding of expertise in your role.You will be given full training from the first day you join Hargreaves Lansdown to help you understand our products and services, our clients and our vision. This will involve interactive workshops, coaching on handling calls from HLs clients, trainingon our systems and much more to ensure you feel supported throughout your journey. In Omni we want you to build your knowledge, achieve your full potential and find your dream career.TestimonialsOur brilliant HL colleagues continue to find progression internally which means we need to hire more! If you are looking for a role that gives you a great foundation of Financial Services and Investment then please do take a look at us. Dont just take itfrom us, Archie who has been recently promoted to Team Leader shared his thoughts with us:" 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 availableto 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."If you are empathetic, resilient, a quick learner and would love to work in customer experience then we would love for you to join our omni channel community. While a background in customer experience or administration would be an advantage, if youre afast learner with the right skills and attitude, we will happily welcome you.We embrace flexibility for all not the few so please let us know in your application the working hours you are looking for.The starting salary is £24,610 per annum.What youll be doingYour responsibilities for this role but not restricted to are:

• Communicating with clients either by phone, letter, email and chat, offering a professional, empathetic, and quality service at every interaction with our clients across HLs products and services
• Listening to what our customers need and delivering a personalised service the right outcome for the client and HL
• Helping to identify and support vulnerable clients

• Working collaboratively with other teams within the business and external companies

• Identifying when to escalate issue or concerns
• Supporting the teams risk and control activities to ensure good client outcomes and risk management culture

About youOur omni channel community is the heart of the business where we interact with our clients every day, on the phone, email or through our marketing, so you should be a great communicator, be comfortable using a computer and be able to prioritise your tasksand workload.This role is busy and challenging, so enjoying what you do and being able to work to a pace and deadline is key. You must be a collaborative person that enjoys working with others as in omni we believe working together is vital to achieving more. If thissounds like you, come and join our wonderful community in Bristol!Interview processA competency-based interview conducted on-line via Microsoft teams.Working ScheduleThe roles are 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, are confident on the phone and have passed your 3-month probation.Why usHere at HL, were the UKs number 1 investment platform for private investors, based in Bristol. For more than 40 years weve 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. Were steered by core values that promote service, quality, innovation, and opportunity in everything we do.Whats 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 HLs 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 HLs sports, I&D networks and volunteering groups (two paid volunteering days per year)
• LifeWorks Discounts on services, restaurants and retailers

* Dependant on role levelWe know that sometimes people can be put off applying for a job if they dont tick every box. If youre excited about working for us and have most of the skills or experience were looking for, please go ahead and apply. Wed 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.

Keyskills :
call centrecustomer serviceadministrationclient