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- Tasks: Be the friendly voice for 1.8 million clients, resolving queries via phone and email.
- Company: Join the UK's number 1 investment platform, Hargreaves Lansdown, based in Bristol.
- Benefits: Enjoy competitive salary, flexible working, and a range of health and wellness perks.
- Why this job: Kickstart your career in Wealth Management with full training and support.
- Qualifications: Confident communication skills and a passion for excellent client service are essential.
- Other info: Dynamic work environment with opportunities for growth and community involvement.
The predicted salary is between 24610 - 27400 £ per year.
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 inbound calls from our clients to support them with their queries.
This role would suit someone who has experience working within a helpdesk, operational, administration, customer service or contact/call center environment and 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 more. You will be supported and report into the Helpdesk Team leader.
Salary
Starting salary from £24,610. Full-Time (37.5 hours), permanent contract.
What you'll be doing
Your responsibilities for this role include:
- 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.
- Supporting 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 for someone who can demonstrate the following:
- 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
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 are confident on the phone and have passed your 3-month probation. We welcome part-time hours (minimum of 16 hours over four/five days a week). For part-time hours, ideally, we are looking for someone to support over our lunchtime period between 10am to 2pm or between 12pm to 6pm. Please state in your application the working hours you are looking for.
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, income protection & life insurance (4 × salary core level of cover), private medical insurance, health care cash plans, 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, join HL's sports, I&D networks and volunteering groups (two paid volunteering days per year), LifeWorks discounts on services, restaurants and retailers.
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.
Helpdesk Consultant in Bristol employer: Hargreaves Lansdown Asset Management Limited
Contact Detail:
Hargreaves Lansdown Asset Management Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Consultant in Bristol
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on HL and their services. This will help you tailor your responses and show that you're genuinely interested in the role.
✨Tip Number 2
Practice makes perfect! Try doing mock interviews with friends or family. Focus on common questions like how you handle difficult clients or how you prioritise tasks. The more you practice, the more confident you'll feel!
✨Tip Number 3
Show off your communication skills! Since this role is all about client interaction, be ready to demonstrate your ability to communicate clearly and empathetically during the interview. Use examples from your past experiences to highlight this.
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a couple of thoughtful questions ready about the team or the training programme. It shows you're engaged and keen to learn more about the role.
We think you need these skills to ace Helpdesk Consultant in Bristol
Some tips for your application 🫡
Be Yourself: When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your enthusiasm for helping clients and your passion for excellent service.
Tailor Your Application: Make sure to customise your application to highlight your relevant experience. If you've worked in customer service or a helpdesk before, share those stories! We love seeing how your background fits with what we do.
Show Off Your Communication Skills: Since this role is all about connecting with clients, make sure your written communication is clear and professional. Use proper grammar and spelling, and keep your emails friendly and approachable—just like we do!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the info you need about the role and our company there!
How to prepare for a job interview at Hargreaves Lansdown Asset Management Limited
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Helpdesk Consultant role. Familiarise yourself with the responsibilities and the skills required, such as handling client queries via phone and email. This will help you tailor your answers to show how your experience aligns with what they’re looking for.
✨Showcase Your Communication Skills
Since this role revolves around client interaction, be prepared to demonstrate your communication skills. Practice answering common customer service scenarios and think about how you would respond to different types of client queries. Clear, empathetic communication is key!
✨Prepare for Competency Questions
Expect competency-based questions during the interview. Think of examples from your past experiences that highlight your ability to multi-task, work under pressure, and collaborate with others. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready to ask the interviewer. This shows your interest in the role and the company. You might ask about the training programme or how success is measured in the Helpdesk team. It’s a great way to engage and leave a positive impression!
