Customer Service Advisor

Helpdesk Consultant

Make sure to apply with all the requested information, as laid out in the job overview below.
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

You'll be the first point of contact for our 2 million clients and support them through inbound calls and written correspondence. This is not a sales role. You'll receive in-house training and work across the business to be able to help clients with complex operational, investment-based or pensions and retirement-based queries.

This role would suit someone who has experience in service-related roles, and who is looking to develop their professional career in Financial Services and Wealth Management.

This role is the first step to develop your career in a Bristol-based Wealth Management company. You will join our tailored training programme that involves sideby-side coaching, interactive workshops on HL's products & services, the systems we use and much more.

Testimonial from our recently promoted Helpdesk Consultant. Archie who has been recently 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 £26,400 full-time (37.5 hours), permanent contract, please see below for details about some of the benefits we offer.

Confidential

What you'll be doing

Your responsibilities for this role are:

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 or email

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:

Possess a growth and learning mindset

Be ambitious and resilient

Thrive under pressure

Be results driven, motivated 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

Interview process

In-person assessment centre including interview and tasks.

Working Schedule

This role is based in our Bristol head office at The Welcome Building, near Temple Meads Station. 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. During your probation period, you will be expected to attend the office full-time to aid you with training. xehkeey Once you have passed your probation, you will be expected to attend the office for a minimum of 3 days per week.
#omni