Bereavement Helpdesk Consultant

About the Role

We are looking for people to join our Bereavement Helpdesk team, the first helpdesk that sits directly with operations. The role focuses on supporting clients through the handling of estates or pensions during a difficult time. You will be one of a small group of senior consultants working within a team that has transitioned to Salesforce. The purpose of the role is to continuously improve the service we provide to clients and develop subject‑matter expertise in Bereavement.

• Answer calls from bereaved clients relating to an estate or pension and provide support during a challenging period.
• Respond to emails and postal correspondence from representatives and third parties.
• Assist estates with workload items such as statements and Salesforce tasks during available times.
• Collaborate with the Estates Operations team throughout the year, including rotations.
• Identify and investigate complex queries, simplifying problems and relaying solutions to clients.
• Escalate issues where appropriate and implement measures to protect vulnerable clients.

• Excellent communication skills and strong attention to detail.
• Analytical and problem‑solving abilities with a focus on root‑cause identification.
• Client‑focused mindset with the ability to engage positively with colleagues at all levels.
• Approachability, leading by example and motivating others.
• Self‑drive to learn, progress and grow within a supportive team environment.
• Previous experience in a similar client‑facing role is desirable, though not mandatory.

The role is based in our Bristol head office, BS1 5HL
. Working hours are Monday to Friday, 8:00am to 5:00pm, with a rota within these hours. Hybrid working is supported after successful training and probation.

• Discretionary annual bonus and annual pay review.
• 25 days holiday plus bank holidays and an additional day for Christmas closure.
• Option to purchase an extra 5 days holiday (subject to annual benefits window).
• Flexible working options, including hybrid working.
• Enhanced parental leave.
• Pension scheme with up to 11% employer contribution.
• Income protection and life insurance (4× salary core level cover).
• Private medical insurance, healthcare cash plans (optical, dental, outpatient care).
• Health screening programme.
• Confidential support including mental health counselling and remote GP access.
• Unlimited access to fitness providers and wellness coaching.
• Travel to work schemes with bike storage and shower facilities.
• In‑house barista and deli with subsidised coffee and sandwiches.
• Two paid volunteering days per 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 note that we are unable to provide employment sponsorship to candidates.