Helpdesk Team Leader

Excited to grow your career?

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!

Our purpose is to empower people to save and invest with confidence. We are looking for great people to join us, so please come and invest in YOUR future at HL.

We have a new position open for a (Contact Centre/Helpdesk) Team Leader to join our multi-channel client communications centre.

As a Team Leader you will be responsible for leading and motivating a team of 10-12 customer service advisors to deliver exceptional client service to our 1.8million clients by meeting service delivery and call targets. This is an exciting time to lead, coach and motivate colleagues and ensure a brilliant client experience, drive operational excellence and efficiency, and champion change during an exciting transformation journey.

You will be supported and report into the Helpdesk/Operations Manager.

The position has come available due to internal promotion from our exiting team leaders and growth within our Omni channel function.

This role would suit someone who has contact centre, customer service or operational team leader experience.

Salary

£32k - £35K (dependant on experience) plus an annual performance-based bonus.

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.
• Supporting career progression and development opportunities in your team and the wider Service Teams.

About you

Ideally, we are looking someone who able demonstrate your experience in the following areas:

• Approachable, flexible and collaborative, able to motivate others and empower teams to deliver for clients.
• Team Leader experience within customer service, contact centre, operational or client-facing environments
• Proven experience of managing teams in contact centres, operational 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

An assessment morning consisting of a group exercise, role play exercise and competency based interview in our 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 one in three Saturdays from 9.30am to 12.30pm, you will have a rota within these hours.

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* & annual pay review
• 25 days
  * holiday plus bank holidays and 1-day additional Christmas closure time
• Option to purchase an additional 5 days holiday per year at annual enrolment
• Flexible working options available, including hybrid working
• Enhanced parental leave
• Pension scheme…