Head of Investment Helpdesk

Hargreaves Lansdown; Bristol; Hybrid; GBP 50,000 - 90,000; Full time

Job description

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 Hargreaves Lansdown.

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

HL has a fantastic opportunity for a Head of Investment Helpdesk. You will be leading our Investment Helpdesk to deliver positive client outcomes, exceptional client and colleague experience and improved business outcomes. You will have responsibility for 200 Helpdesk Advisors and have 4 direct reports and will report into the Head of Helpdesk.

What you’ll be doing

• Leads the Investment Helpdesk (incl. withdrawals and transfers), Client Support and Helpdesk Technical.
• Leads, coaches and motivates a large function to deliver outstanding Client Service at every touch-point.
• Role models the HL values, ensures consistently good client, business and colleague outcomes through the effective management of people, resources and risks.
• Drives and delivers the Strategic and People plan for Service, and engages with other business areas to drive positive outcomes for clients, colleagues and the business.
• Ensures that delivery targets are met through proactive people resource and risk management. Monitors and reports performance and trends, supporting the P&L to ensure that costs are controlled whilst maintaining client service.
• Leads and drives an effective risk and control environment to ensure and evidence good client outcomes. Understands and complies with relevant regulation and legislation and keeps knowledge up to date.
• Works proactively and collaboratively with other business leaders to provide consistently high levels of performance and client satisfaction.

About you

• Excellent business, regulatory and operational knowledge with an awareness of technologies and strategies available to deliver operational efficiencies.
• Significant leadership experience within operational or client-facing environments
• Excellent leadership record managing large teams (circa 200) with proven experience of managing Managers and Senior Managers to drive the right outcomes for clients, colleagues and the business
• Demonstrable experience of managing change and transformation to deliver operational efficiencies.
• Knowledge of Salesforce will be beneficial
• Regularly looking to continually improve your own, and the wider team’s performance, actively promoting change and continuous improvement
• Accomplished in forging effective relationships at all levels, skilled at influencing, negotiating and managing challenging conversations with ease
• Ability to simplify complex problems and implement innovative solutions
• Ability to work, and be resilient, in a fast paced and changeable environment.

Interview process

This will be a two-stage interview process consisting of competency based questions and a presentation.

Working Schedule

The role is based in our Bristol head office, 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, with a requirement for you to be in the office 3 days a 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 patient care
• Health screening programme
• Help@hand - confidential support including mental health counselling and remote GP
• Wellhub - unlimited access to fitness provider s and w ellness c oach sessions
• Variety of travel to work schemes with bike storage and shower facilities
• Inhouse barista and deli serving subsidised coffee and sandwiches
• T wo 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.