Customer Service Advisor (Full-Time)

About the role

We are currently seeking a Customer Services Advisor to join our esteemed financial helpdesk in leading Wealth Management company nestled in the heart of Bristol.

As the primary point of contact for our 1.9 million clients, you will provide support through inbound calls and written correspondence. This is not a sales position. Comprehensive in-house training will be provided to enable you to assist clients with intricate operational, investment-related, pensions, and retirement-based inquiries.

This opportunity is ideal for individuals with experience in service-oriented roles who aspire to advance their professional careers in Financial Services and Wealth Management.

This position represents the initial step towards developing your career here with us. You will be part of our specialised training programme which includes one-on-one coaching, interactive workshops on our products and services. You will have familiarisation with our systems, and a variety of further educational opportunities.

Testimonial from Archie who has recently been promoted to Team Leader. "I have benefited from both the in-house training as well as the encouragement and sponsorship of both the company and my managers to undertake external qualifications. There is a clear progression path internally and resources are made easily available to plot your own career journey yourself. One unexpected benefit is the ability to gain mentorship from another member of the company with great experience and tutorship that they are happy to share."

Charlie who has been promoted to Head of Pension Helpdesk. "Starting my career at HL's Helpdesk was a fantastic opportunity for me. It allowed me to gain a comprehensive understanding of our business, products, clients, and the broader financial landscape. The skills and knowledge I acquired during my time on the Helpdesk propelled my progress across various departments."

Salary

Starting salary from £24,610 full-time (37.5 hours), permanent contract, please see below for details about some of the benefits we offer.

What you'll be doing

• Helping clients make the most of their money and improve financial resilience for them and their families
• Solving client queries on HL's investments, products and services by phone, email or virtual chats
• Delivering a tailored, professional, empathetic, and outstanding level of service at every interaction
• Working collaboratively with other teams within the business and external companies
• Supporting the team's risk and control activities to ensure good client outcomes and risk management culture

About you

We invest in our teams - we don't require you to have a background in financial services. A successful candidate must:

• Comfortable with customer call handling and providing 1st line customer support
• Possess a growth and learning mindset
• Be ambitious and resilient
• Thrive under pressure
• Be results driven, motived by performance
• We are looking someone who is able demonstrate ability in the following areas:
• Communication skills such as answering calls and responding to clients' emails
• Enjoys working in a fast-paced work environment, with the ability to work to tight deadlines
• 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

In-person assessment centre including interview and tasks . As 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 . We'll make reasonable adjustment from interview through to employment

Working Schedule

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

We support hybrid working once you have successfully completed your training and have passed your probation.

What's on offer?

• 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 outpatient care
• 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

Please note, we are unable to provide employment sponsorship to candidates.

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