Contact Centre Team Leader

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

Hargreaves Lansdown (HL) have an exciting opportunity for a Contact Centre Team Leader to join our multi-channel client communications centre.

In this role, you will oversee daily operations, provide ongoing training and support to your team, and implement process improvements to enhance client satisfaction and efficiency. Through collaborative leadership, you will coach colleagues, encourage their development, and ensure they are well-positioned for future opportunities within the organisation. You will drive high service performance and ensure our processes and resources are used effectively to meet service delivery targets.

Your leadership will directly contribute to delivering an outstanding client experience and supporting the ongoing success of our communications centre. By ensuring your team delivers outstanding support, you will play a key role in empowering our clients to achieve financial freedom.

What you'll be doing

Your responsibilities for this role but not restricted to are:

• Providing collaborative leadership
• Coaching and leading colleagues to drive high service performance through our process/systems, resources, and risk
• Taking responsibility for ensuring service delivery targets are met and escalating issues where appropriate
• Management and reporting to the Helpdesk Manager of your team performance and trends, driving efficiencies and exceptional client service
• 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 and driving continuous improvement activities
• Promoting an inclusive and diverse culture where learning, development and colleague engagement is a priority

About you

Ideally, we are looking for someone who is able to demonstrate in the following areas:

• Previous experience within Financial Services
• Approachable, flexible and collaborative, able to motivate others and empower teams to deliver for clients.
• Team Leader experience within customer service & 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.
• Ability to engage positively with colleagues at all levels.
• Strong analytical and problem-solving skills. Ability to simplify complex problems and implement innovative solutions.
• Effective performance and absence management

Interview process

The interview process for this role will be an assessment centre in the Bristol office.

Working Schedule

This role is based in our Bristol head office, BS1 5HL. The working hours we offer are Monday to Friday between 8am to 6pm with 1 in 8 Saturdays from 9.30am to 12.30pm, you will have a rota within these hours.

Please apply as soon as possible as we may close the vacancy before the end date.

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

* 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.