At a Glance
- Tasks: Lead a dynamic team, ensuring top-notch client support and service delivery.
- Company: Join Hartley Pensions, a key player in the pensions industry based in Bristol.
- Benefits: Competitive pay, hybrid working options, and a chance to make a real impact.
- Other info: Opportunity for career growth in a supportive and vibrant environment.
- Why this job: Be a leader during a pivotal transition and inspire your team to excel.
- Qualifications: Experience in regulated services and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Rate: Competitive (subject to experience & interview competencies)
Location: Bristol, BS1
Hours: 35 hours a week (full‑time), Monday to Friday, office based
Application Deadline: 24/07/26
Hartley Pensions are looking for a talented and experienced professional within regulated services to lead our client contact team during an important transitional phase for the business.
Who are Hartley Pensions?
Hartley Pensions are a SIPP and SSAS pensions operator based in central Bristol. Since July 2022, the company has been in a trading administration. Under the administration of UHY Hacker Young, Hartley Pensions continues to operate an essential service to clients whilst preparing to transfer members to new UK‑based operators and wind down the business.
Role
As our Interim – Contact Support Team Leader, you will lead and work within a vibrant, friendly and dedicated team of Contact Support Administrators. Contact Support are the first line of communication across the firm. By overseeing this vital function, along with assisting in taking inbound calls, emails and carrying out an array of administrative tasks, you will ensure that a high quality and consistent service is provided to our clients.
Your duties include (but are not limited to) the following critical areas of our services:
- You will lead by example and assist the team by taking inbound calls from our clients, IFAs and all relevant stakeholders, demonstrating a professional, analytical and empathetic approach at every interaction.
- You will assist with monitoring the mailbox, ensuring that recent and historic correspondence is appropriately responded to in‑line with SLA time frames.
- You will make sure this is documented and categorised under the correct client file on Hartley’s work systems.
- You will motivate and inspire members of the team to go above and beyond in their duties, providing guidance and support when necessary.
- You will monitor team performance, assessing KPI metrics from inbound call volumes and numbers of emails responded to by individual members.
- You will follow up with individual members, providing constructive guidance on how to improve and if necessary, schedule in training plans for members of the team.
- You will be responsible for team KPIs and will work with Hartley’s IT Systems team to provide regular MI for senior management.
- You will work with internal and external stakeholders to achieve swift resolutions and help with SLAs across the business.
- You will report on issues raised by team members and relay crucial updates from meetings to your team.
- You will send out daily plans, ensuring that individual members of the team adhere to set tasks and that workload is reasonably distributed amongst team members.
- You will help oversee and lead by example by taking part in ad‑hoc projects involving Hartley’s contact team.
About You
It is essential that you are a leader who is willing to learn and develop the skills of their team. The following key points list the necessary attributes required to succeed in this role:
- Though prior experience in the SIPP/SSAS industry is desirable, it is not an essential prerequisite.
- It is desirable that you hold a foundational knowledge of pension laws and tax regulations, specifically around annual allowance and benefits entitlements.
- Considerable experience in a telephony‑based role is essential, ideally in regulated services at a minimum senior level for 2‑3 years.
- You must be able to lead and hold a personable, friendly and inspiring character.
- You must be diligent and attentive to detail in your work, especially when handling sensitive tax‑privileged funds.
- You must have demonstrable experience with GDPR regulations and ensuring the application of security protocols.
- Numerical proficiency must be an essential element to your skillset, with a minimum Grade C/4 or above in GCSE Mathematics (or an international equivalent).
- A competent standard of literacy is also critical, with a minimum Grade C/4 or above in both GCSE English Literature and English Language (or an international equivalent).
- You must have a decent level of communication skills, particularly in conveying technical pension information into lay terms.
What we offer
- A highly competitive rate: We pay within the top 10% of employers in the industry.
- Meaningful impact: A rare opportunity to play a leading part in assisting a business through a crucial transitional period.
- Hybrid working: We allow hybrid options (up to 2 days from home a week) after successful completion of training period and where business needs permit.
Recruitment Process
Hartley Pensions follow a two‑stage recruitment process, including a 60‑minute interview with competency‑based questions.
Please note, we have been in a trading administration since July 2022. This means that we cannot provide sponsorship to applicants at this time.
Contact Support Team Leader employer: Hartley Pensions Limited
Hartley Pensions is an excellent employer, offering a competitive rate within the top 10% of the industry while providing meaningful opportunities to make a significant impact during a crucial transitional phase. With a commitment to hybrid working and a strong focus on diversity, employees can thrive in a supportive environment that values their contributions and fosters professional growth.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Support Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hartley Pensions Limited. 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 Hartley Pensions Limited 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 Contact Support Team Leader
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 Hartley Pensions Limited:Your cover letter is your chance to shine! Tell us why you want to work at Hartley Pensions Limited 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 Hartley Pensions Limited!
How to prepare for a job interview at Hartley Pensions Limited
✨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.
