Contact Centre Support Services Manager

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 HL.

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

Join us as Helpdesk Support & Services Manager and take the reins in shaping the future of our contact centre. You'll be at the heart of driving operational frameworks, continuous improvement, and colleague development through our Performance Academy. This is your chance to champion best-practice models, elevate client experiences, and foster a culture of innovation powered by data-driven insights and collaboration. If you're passionate about making a real impact and leading change, this is the role for you.

What you'll be doing

• Develop and maintain our contact centre operating frameworks to ensure consistency, compliance, and alignment with business objectives.
• Lead continuous improvement initiatives by identifying opportunities, implementing solutions, and measuring impact on client experience and efficiency.
• Own and evolve the Performance Academy, ensuring robust training, coaching, and development pathways for contact centre colleagues.
• Manage Helpdesk colleague communications, delivering clear, timely, and engaging updates that support operational priorities and cultural alignment.
• Oversee the Helpdesk Support & Escalations Team, ensuring effective resolution of complex queries and internal support needs.
• Design and embed best-practice models for monitoring and improving client experience, operational efficiency, and colleague engagement.
• Drive data-led decision-making through root cause analysis, performance monitoring, and actionable insights to inform leadership decisions.
• Collaborate cross-functionally to align Helpdesk initiatives with broader business strategies and regulatory requirements.
• Own critical processes and governance that underpin Helpdesk's ability to deliver consistent, high-quality outcomes.
• Champion a culture of excellence and innovation, fostering continuous learning and industry-leading standards across Helpdesk.

About you

• Proven experience leading Contact Centre Teams within regulated environments, with Financial Services being beneficial. Strong understanding of Consumer Duty, complaints handling regulations, GDPR, DPA, and financial services compliance requirements and best practice
• Demonstrated ability to drive service quality improvements, embed robust operational frameworks, and leverage feedback and insights to enhance client outcomes
• Expertise in creating and delivering training programs that build capability, improve performance, and support career progression, across; agent, SME and Team Leader role levels
• Ability to influence and collaborate effectively with cross-functional teams to align priorities and deliver shared objectives
• Experience in leading operational initiatives from planning through implementation, including tracking impact and embedding sustainable change
• Strong analytical skills with the ability to interpret OKRs, audit findings, complaint trends, and testing outcomes to drive evidence-based decision-making
• Exceptional written and verbal communication skills, with the ability to coach and support frontline teams in risk management, quality assurance, and client outcome practices
• Proven experience in designing, implementing, and embedding new processes, frameworks, and cultural initiatives to drive transformation

Interview process

This interview process will incorporate competency-based questions including an assessment of your technical knowledge and transferable skills and a presentation based task.

Working Schedule
We are looking for an experienced Support Services Manager to join our team, based in Bristol head office, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday. We offer a hybrid flexible working pattern to enable you the option of working from home and coming into the office (2-3 days in the office)

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 patientcare
• Health screening programme
• Help@hand - confidential support including mental health counselling and remote GP
• Wellhub - unlimited access to fitness providers and wellness coach sessions
• Variety of travel to work schemes with bike storage and shower facilities
• Inhouse barista and deli serving subsidised coffee and sandwiches
• Two 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.

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