Service Quality & Client Outcomes Analyst

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!

We have an exciting opportunity to join the team as a Helpdesk Service Quality & Client Outcomes Analyst. In this role, you\’ll support key initiatives that ensure our Helpdesk teams are meeting regulatory requirements and delivering strong client outcomes. You\’ll contribute to departmental improvements and collaborate closely with various teams to help strengthen our service offering and risk management.

What you\’ll be doing

• Supporting the delivery of regulatory, risk, and service quality process improvements across the Helpdesk functions ensuring improvements are effectively embedded, communicated and aligned with organisational standards.
• Assisting with the coordination of internal stakeholders, e.g. Operations, to identify, prioritise and support the delivery of strategic opportunities that align with the department\’s goals and long-term strategy.
• Conducts data and root analysis to generate actionable insights that identify current and emerging client needs. Use these insights to inform strategic decision-making and shape improvements to services, processes, or products – delivering measurable business impact such as improved client satisfaction, operational efficiency or risk maturity.
• Identifies and escalates issues, risks and trends. Brings escalations and complaints to conclusion and recommends actions to prevent recurrence.
• Supports and contributes fully to change initiatives, both strategic and tactical, including suggesting and developing ideas, making changes to processes and controls, and working on strategic development, in co-operation with the relevant Leader.
• Ensure the Helpdesk meets its operational delivery targets, including SLAs, quality assurance standards, complaints handling, and breach management, by applying effective risk management. Escalate emerging issues or trends to the Senior Manager in a timely and informed manner to support strategic oversight and intervention.
• Plays a leading role in the team\’s risk and control activities to ensure good client outcomes and risk management culture; suggests and makes changes to processes and controls, as agreed with the process owner. This includes contributing to timely and accurate risk event reporting and supporting root cause analysis to drive continuous improvement and prevent recurrence of issues.
• Operates with a Client First outcome mindset at all times, demonstrates a full understanding of the needs of vulnerable clients and ensures issues and escalations are owned to conclusion.

About you

• Experience of working within and having a thorough understanding of financial service environments.
• Client-focused mind-set, with the ability to think from the perspective of a client.
• Proficient use of in person and virtual collaboration tools in a hybrid environment.
• Exceptional organization and communication skills.
• Experience managing backlogs and multiple workstreams concurrently.
• Skilled in data analysis and root cause investigation to uncover operational inefficiencies and emerging client needs. Proven ability to translate insights into actionable recommendations.

Interview process

The interview process will include a competency and behavioural-based interview, along with an assessment task.

Working Schedule

We are based in Bristol, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday. For this role we offer a hybrid flexible working pattern to enable you the option of working from home and coming into the office (3 days in office per week).

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 patientcare
• 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.

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