At a Glance
- Tasks: Lead a dynamic team to enhance client satisfaction and drive service performance.
- Company: Join Hargreaves Lansdown, the UK's top investment platform with a vibrant culture.
- Benefits: Enjoy competitive pay, flexible working, generous holiday, and wellness support.
- Other info: Opportunities for career growth and a supportive, inclusive workplace.
- Why this job: Empower clients towards financial freedom while developing your leadership skills.
- Qualifications: Experience in financial services and team leadership in customer-focused environments.
The predicted salary is between 36000 - 60000 € per year.
Excited to grow your career? Our purpose is to make it easy for people to save and invest for a better future. We are looking for great people to join us, so please come and invest in YOUR future at HL.
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!
About the role
Hargreaves Lansdown (HL) have an exciting opportunity for a Contact Centre Team Leader to join our multi-channel client communications centre. In this role, you will oversee daily operations, provide ongoing training and support to your team, and implement process improvements to enhance client satisfaction and efficiency. Through collaborative leadership, you will coach colleagues, encourage their development, and ensure they are well-positioned for future opportunities within the organisation. You will drive high service performance and ensure our processes and resources are used effectively to meet service delivery targets. Your leadership will directly contribute to delivering an outstanding client experience and supporting the ongoing success of our communications centre. By ensuring your team delivers outstanding support, you will play a key role in empowering our clients to achieve financial freedom.
What you'll be doing
- 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 for someone who is able to demonstrate in the following areas:
- Previous experience within Financial Services
- Approachable, flexible and collaborative, able to motivate others and empower teams to deliver for clients.
- Team Leader experience within customer service & contact centre environments
- Proven experience of managing teams in contact centres 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
The interview process for this role will be an assessment centre in the Bristol office.
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 1 in 8 Saturdays from 9.30am to 12.30pm, you will have a rota within these hours.
Please apply as soon as possible as we may close the vacancy before the end date.
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* and annual pay review
- 25 days* holiday plus bank holidays and 1-day additional Christmas closure
- Option to purchase an additional 5 days holiday**
- Flexible working options available, including hybrid working
- Enhanced parental leave
- Pension scheme up to 11% employer contribution
- Income Protection and Life insurance (4 x salary core level of cover)
- Private medical insurance*
- Health care cash plans - including optical, dental, and out patient care
- Health screening programme
- Help@hand - confidential support including mental health counselling and remote GP
- Wellhub - unlimited access to fitness providers and wellness coach sessions
- Variety of travel to work schemes with bike storage and shower facilities
- Inhouse barista and deli serving subsidised coffee and sandwiches
- Two paid volunteering days per year
* dependant on role level
** only available to select during our annual benefits window, in November each year
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.
Contact Centre Team Leader in Newport employer: Hargreaves Lansdown
Hargreaves Lansdown (HL) is an exceptional employer, offering a vibrant work culture in the heart of Bristol, where innovation and continuous learning are at the forefront. With a strong commitment to employee development, flexible working options, and a comprehensive benefits package including generous holiday allowances and health support, HL empowers its team members to thrive both personally and professionally. Join us to be part of a dynamic team dedicated to making a meaningful impact in the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Leader in Newport
✨Tip Number 1
Get to know the company! Research Hargreaves Lansdown and understand their values, mission, and what makes them tick. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your leadership skills! Since this role is all about leading a team, think of examples from your past experiences where you've motivated others or improved processes. Be ready to share these stories during your interview to demonstrate your fit for the role.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn to gain insights about the company culture and the role. This can give you an edge in understanding what they value in a Contact Centre Team Leader.
✨Tip Number 4
Don’t hesitate to apply through our website! Even if you don’t tick every box, if you’re excited about the opportunity, go for it. We love hearing from passionate candidates who are eager to grow with us!
We think you need these skills to ace Contact Centre Team Leader in Newport
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for the role shine through! We want to see that you're excited about the opportunity to lead a team and make a difference in client satisfaction.
Tailor Your Experience:Make sure to highlight your relevant experience in customer service and team leadership. We love seeing how your past roles have prepared you for this position, so don’t hold back on those details!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on what makes you a great fit for the Contact Centre Team Leader role.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Hargreaves Lansdown
✨Know the Company Inside Out
Before your interview, take some time to research Hargreaves Lansdown. Understand their mission, values, and the services they offer. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Leadership Skills
As a Contact Centre Team Leader, your ability to lead and motivate a team is crucial. Prepare examples from your past experiences where you've successfully coached colleagues or improved team performance. Be ready to discuss how you can apply these skills at HL.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving and analytical skills. Think of specific situations where you simplified complex problems or implemented innovative solutions. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Continuous Improvement
HL values continuous improvement, so be prepared to discuss how you've driven efficiencies in previous roles. Share any initiatives you've led that enhanced client satisfaction or streamlined processes, and express your commitment to fostering an inclusive and engaging team culture.
