Customer Service Call Centre Agent

5 months ago

Bristol, United Kingdom Hargreaves Lansdown Full time

**Excited to grow your career?**

**Our purpose is to empower people to save and invest with confidence. We are looking for great people to join us, so please come and invest in YOUR future at HL.**

**About the role**

We have a new position open for a **Helpdesk Consultant **to join our Omni Channel Team. You will be reporting to the Helpdesk Team leader.

As a Helpdesk Consultant you will be the main point of contact for Hargreaves Lansdown (HL) clients. You will be primarily based on the phones in client service. You will have the chance to develop insight into our business and will gain a strong grounding of expertise in your role.

You will be given full training from the first day you join Hargreaves Lansdown. The 4 week tailored programme will involve side-by-side coaching and interactive workshops on HL’s products & services, coaching on handling calls from HL’s clients, systems we use and much much more to support you in achieving your potential and career.

This role would suit someone who has experience in working within a helpdesk, operational, administration, customer service or call centre environment or who is looking to develop their career in understanding ISAs, pensions, savings, and investments.

This is a great opportunity for a Helpdesk Consultant to build a career within a Bristol based FTSE 100 company.

Starting salary from £24,600 full-time (37.5 hours), permanent - please see below for details on the benefits we provide.

**What you’ll be doing**

Your responsibilities for this role but not restricted to are:

- Being the first point of contact for resolving client queries and requests by phone, offering a professional, empathetic, and outstanding level of service at every interaction with our clients across HL’s products and services
- Delivering a personalised service by listening to customer needs, resolving first time, and ensuring the right outcome for the client and HL
- Able to identify and support vulnerable clients
- Working collaboratively with other teams within the business and external companies
- Supports the team's risk and control activities to ensure good client outcomes and risk management culture

**About you**

To be successful you should be able to demonstrate that you are passionate about delivering excellent client service, organised to meet tight deadlines, have the ability to multi-task and be an inquisitive person. Ideally, we are looking someone who is able to demonstrate in the following areas:

- Communication skills (verbal, written and interpersonal) and customer service skills
- Experience working in a fast-paced work environment, with the ability to work to tight deadlines
- The ability to build partnerships and establish rapport and credibility at all levels
- Have a collaborative approach to work, willing and able to work with other team members to complete tasks
- Organised approach with the ability to prioritise tasks and workload effectively
- Able to use MS office (Outlook, Word, Excel)

**Interview process**

A competency-based interview conducted on-line via Microsoft teams.

**Working Schedule**

This role is based in our Bristol head office, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday with one in three Saturdays per month, shifts are between 8am - 6pm. We support hybrid working once you have successfully completed your training and confident on the phone and have passed your 3-month probation.

**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?**
- Annual pay review
- 25* days holiday plus bank holidays and 1-day additional Christmas closure time
- Option to purchase an additional 5 days holiday per year
- Flexible working options available, including hybrid working
- Pension scheme up to 11% employer contribution
- Sharesave scheme - have a real stake in HL’s future
- Income Protection & Life insurance (4 x salary core level of cover)
- Health care cash plans - including optical, dental, and out patientcare
- Gympass - gym memberships and wellbeing apps available
- Variety of travel to work schemes with free bike storage and shower facilities
- An inhouse barista serving subsidised coffee and snacks
- Join HL’s sports, I&D networks and volunteering groups (two paid volunteering days per year)
- LifeWorks Discounts on services, restaurants and retailers

**up to 30 days depending on role level & increasing with length of service
- This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information._

**Sala

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