At a Glance
- Tasks: Support bereaved clients through estate and pension queries with compassion and care.
- Company: Join Hargreaves Lansdown, a leader in client support and innovation.
- Benefits: Enjoy a work-life balance with no Saturday shifts and hybrid working options.
- Other info: Be part of a supportive team with opportunities for personal growth.
- Why this job: Make a real difference in people's lives during their toughest times.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 30000 - 40000 £ per year.
Estates mission statement is 'Guiding clients through grief with integrity, compassion and care.'
What the team says about working in BHD:
- 'BHD has been the first place at HL where I have made a significant, positive impact on the lives of our clients.'
- 'You do not have to work Saturdays, so this gives us more of a work-life balance.'
- 'It has really helped my learning and development being able to join a small team who are all great to work with.'
- 'Bereavement Helpdesk can be challenging but is very worthwhile and always feels rewarding when you have helped someone at a difficult time.'
We are looking for great people to join us in the first helpdesk that sits directly with operations. You will be joining Bereavement Helpdesk at a very exciting time, as one of the top six teams in the business to have made the move to Salesforce. As a Bereavement Helpdesk agent, you will be able to provide a unique perspective to influence our ways of working moving forward and how we assist our clients.
Our team's purpose is to support clients through the handling of the estate or the pension, making their lives that little bit easier. In some cases, you will be a point of contact for them from start to finish, which can be very rewarding to know you've genuinely made a difference. Each situation is different, and being on this team gives you the freedom to investigate complex queries and deliver a positive outcome for our clients.
What you'll be doing:
- The purpose of the role is to continuously improve the service we provide to our clients and provide an opportunity for colleagues to develop their skills and knowledge to become subject matter experts in Bereavement.
- You will be answering calls from bereaved clients relating to an estate or pension, supporting them during a difficult time.
- Respond to emails and postal correspondence from representatives and third parties.
- During available times, you will also be assisting estates with their workload on things such as statements and Salesforce tasks.
- Opportunity to work with Estates Operations team throughout the year with rotations.
About you:
- Ability to engage positively with colleagues at all levels in Operations.
- Sound analytical and problem-solving skills, with the ability to identify the root cause and escalate where appropriate.
- Ability to simplify complex problems and relay to clients.
- Be approachable, able to lead by example and motivate others.
- Be client-focused, with excellent communication skills and strong attention to detail.
- Be able to identify and put appropriate measures in place when it comes to vulnerable clients.
- Self-drive to want to learn, progress and grow as an individual in a supportive team.
Interview process:
- Competency-based interview conducted through 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 5pm. You will have a rota within these hours. We support hybrid working once you have successfully completed your training and have passed your probation. Full training and support will be given in all areas that we work.
Application requirements:
- Must have passed probation; if applying from Ops, must have completed 6 months in current role; if applying from helpdesk, must have completed 12 months in current role.
Bereavement Helpdesk Consultant in Bath employer: Hargreaves Lansdown
Hargreaves Lansdown is an exceptional employer, offering a supportive and compassionate work environment where you can truly make a difference in clients' lives during their most challenging times. With a strong focus on employee development, a healthy work-life balance, and the opportunity to be part of a pioneering team in the Bereavement Helpdesk, you will find meaningful and rewarding employment in our Bristol head office. Join us to invest in your future while working alongside dedicated colleagues who share a commitment to integrity and care.
StudySmarter Expert Advice🤫
We think this is how you could land Bereavement Helpdesk Consultant in Bath
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hargreaves Lansdown. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hargreaves Lansdown before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Bereavement Helpdesk Consultant in Bath
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hargreaves Lansdown:Your cover letter is your chance to shine! Tell us why you want to work at Hargreaves Lansdown specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hargreaves Lansdown!
How to prepare for a job interview at Hargreaves Lansdown
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
