Customer Service Consultant; Part-Time

About the Role

We have new positions open for Part‑Time Customer Service/Helpdesk Consultants to join our multi channel client contact center. The part‑time hours we can offer is Monday‑Friday, ideally between 10am to 2pm or 12pm to 6pm over four/five days
. However, we are open to part‑time hours between the hours from 9am to 6pm.

As a Helpdesk Consultant you will be responding to our clients' emails and be the first friendly voice to our 1.8 million clients. This role is not about sales or cold calling and only answer in‑bound calls from our clients to support them with their query. Do you have experience in:

-

• Writing emails
  , responding to customers or clients via email and confident in writing emails?
• Phone calls
  , answering calls from customer or clients?

This role would suit someone who has experience working within a helpdesk, operational, administration, customer service or contact/call center environment and is who is looking to develop their career in Wealth Management.

This role is the first step to develop your career within a Bristol based Top FTSE 100 Wealth Management company. To support you on your career journey we will provide you with full training in replying to our clients' emails and answering phone calls. You will join our 4‑week tailored programme that involves side‑by‑side coaching, interactive workshops on HL's products & services, systems we use and much much more.

You will be supported and report into the Helpdesk Team leader.

Starting salary for a full‑time position is £24,610 full‑time (37.5 hours), your salary will be pro‑rated accordingly to how many hours you can do.

Your responsibilities for this role but not restricted to are:

• Being the first point of contact for resolving client queries by email, phone or virtual chats, offering a professional, empathetic, and outstanding level of service at every interaction with our clients across HL's products and services
• Delivering a personalised service by listening to customer needs, resolving first time, and ensuring the right outcome for the client and HL
• Able to identify and support vulnerable clients
• Working collaboratively with other teams within the business and external companies
• Supports the team's risk and control activities to ensure good client outcomes and risk management culture

To be successful you should be able to demonstrate that you are confident in writing emails, passionate about delivering excellent client service, organised to meet tight deadlines, have the ability to multi‑task, be an inquisitive person, empathetic and resilient. Ideally, we are looking someone who able demonstrate in the following areas:

• Communication skills such as responding to clients' emails and answering calls.
• 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).

30 to 40 minutes competency‑based interview.

If you are successful the start date will be Monday 9th October.

This role is based in our Bristol head office, BS1 5HL
. The part‑time hours we offer are Monday to Friday between 12pm to 6pm and with one in three Saturdays from 9.30am to 12.30pm, you will have a rota within these hours. We also have flexibility to offer part‑time hours between 9am to 6pm but your working hours must be over four/five working days. Please state in your application the working hours you are looking for.

We support hybrid working once you have successfully completed your training and confident in writing your own emails and answering the phone and passed your 3‑month probation.

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…