Investment Helpdesk Team Leader

3 days ago


Bristol, United Kingdom Hargreaves Lansdown plc Full time

CAREER DEVELOPMENT PATH: Assistant Managing or Specialising REPORTING INTO: Investment Helpdesk Manager

**HL are recruiting for a new Investment Helpdesk Team Leader.**

Reporting to the Investment Helpdesk Manager, you will be required to add value through proactive leadership, supervision, team planning and organisation of your team on a daily basis.

The Helpdesk features highly in the reasons our clients trust HL to manage their families financial affairs. It is our service that sets us apart from our competitors. With every interaction we have with our clients, we hold HLs reputation in our hands.This is a responsibility we take the utmost pride in, whilst never resting on improving the service we offer.
- Leading by example and being able to motivate a team to go the extra mile
- Preserve a professional, yet enthusiastic approach to all aspects of your role
- Have impeccable organisation skills and be able to manage a workload that has varying levels of complexity with ambitious deadlines
- Strive to constantly do it better and have the drive to push through positive changes which not only benefit our clients, but also our colleagues
- Demonstrate strong analytical skills by identifying development areas within your team and put in place plans to improve
- Be able to create close working relationships with other areas of the business which allow you to influence positive change
- Strongly link everything you do to HL's core values

**The main duties for an Investment Helpdesk Team Leader include**:

- Manage all aspects of your team. Ranging through risk management, quality control via Client Satisfaction survey responses and your own call monitoring.
- Reviewing the Helpdesk Agent Report to demonstrate you have proactively optimised the performance of your team
- Demonstrate you have provided coaching on improvements to your team members quality and efficiency performance
- Lead and prepare for weekly team meetings and participating in weekly meetings with your manager
- Engage the team in bi-weekly huddles, focused around performance and key themes to ensure Short Interval Control is augmented
- Identify departmental training needs and make the necessary arrangements for staff to attend training sessions
- Resolving complex investment queries in a swift and professional manner which offers our clients the exceptional service they expect



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