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Team Leader

2 months ago

Bristol, Bristol, United Kingdom Hargreaves Lansdown plc Full time
About the Role

We are seeking an experienced Team Leader to join our multi-channel client communications centre. As a Team Leader, you will be responsible for leading and motivating a team of customer service advisors to deliver exceptional client service to our clients.

This is an exciting opportunity to lead, coach, and motivate colleagues to drive high service performance through our processes, systems, resources, and risk management. You will be responsible for ensuring service delivery targets are met and escalating issues where appropriate.

You will also be responsible for managing and reporting to the Helpdesk Manager on team performance and trends, driving efficiencies and exceptional client service. Additionally, you will oversee and design processes and controls, focusing on the management of risks, and comply with relevant regulation and legislation.

About You

We are looking for someone who is able to demonstrate the following skills and experience:

  • Approachable, flexible, and collaborative leadership style
  • Team Leader experience within customer service and contact centre environments
  • Proven experience of managing teams in contact centres or client-facing environments to drive positive outcomes for clients, colleagues, and the business
  • Strong analytical and problem-solving skills, with the ability to simplify complex problems and implement innovative solutions
  • Effective performance and absence management
What We Offer

We offer a competitive salary, discretionary annual bonus, and annual pay review. You will also have access to a range of benefits, including 25 days' holiday, flexible working options, and enhanced parental leave.

We are an inclusive employer that values diversity in our workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability, or age.