Contact Centre Manager

2 weeks ago


Bristol, Bristol, United Kingdom Hargreaves Lansdown plc Full time
Due to continued growth, we have opportunities for 2 Helpdesk Managers to join our growing Helpdesk team.

As a Helpdesk Manager, you will be responsible for leading and inspiring a team of c.7 Team Leaders to deliver exceptional client service, this is anexciting time to lead, coach and motivate colleagues and to oversee an effective risk and control environment.


What you'll be doing

  • Providing inspirational, inclusive and collaborative leadership
  • Management of people, process/systems, resources and risk
  • Taking responsibility for ensuring service delivery targets are met, delegating effectively and escalating issues where appropriate
  • Monitoring and reporting to the Senior Manager on performance and trends
  • 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 business cases for change and investment whilst driving local 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 the function and the wider Service Teams

About you

Essential:

  • Outstanding leadership and communication skills; approachable, flexible and collaborative, able to motivate others and empower teams to deliver for clients
  • Significant leadership experience within operational or clientfacing environments
  • Proven experience of managing managers and mediumsized teams to drive positive outcomes for clients, colleagues and the business
  • Track record of managing operational and/or transformational change.
  • Ability to engage positively with colleagues at all levels
  • Strong analytical and problemsolving skills
  • Ability to simplify complex problems and implement innovative solutions.
  • Change Management

Desirable:

  • Financial services (particularly pensions/ investment/ asset management) or telecoms industry background.

Interview process
A 2 stage interview process including 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.

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