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About
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
HL has a fantastic opportunity for a Head of Investment Helpdesk. You will be leading our Investment Helpdesk to deliver positive client outcomes, exceptional client and colleague experience, and improved business outcomes. You will have responsibility for 200 Helpdesk Advisors, with 4 direct reports, reporting into the Head of Helpdesk.
What you'll be doing
1. Lead the Investment Helpdesk, including withdrawals, transfers, client support, and helpdesk technical issues.
2. Lead, coach, and motivate a large team to deliver outstanding client service at every touchpoint.
3. Model HL values, ensuring good client, business, and colleague outcomes through effective management of people, resources, and risks.
4. Drive and implement the strategic and people plans for service, collaborating with other business areas to achieve positive outcomes.
5. Ensure delivery targets are met by proactively managing resources and risks, monitoring performance, and supporting the P&L to control costs while maintaining service quality.
6. Maintain a strong risk and control environment to ensure and demonstrate good client outcomes, staying compliant with relevant regulations and legislation.
7. Work collaboratively with other leaders to uphold high performance and client satisfaction levels.
About You
* Strong business, regulatory, and operational knowledge, with awareness of technologies and strategies for operational efficiency.
* Significant leadership experience managing large operational or client-facing teams.
* Proven track record managing managers and senior managers to achieve the right outcomes.
* Experience managing change and transformation initiatives.
* Knowledge of Salesforce is advantageous.
* Commitment to continuous improvement and performance enhancement.
* Excellent relationship-building, influencing, negotiating, and communication skills.
* Ability to simplify complex problems and develop innovative solutions.
* Resilience and adaptability in a fast-paced, changing environment.
Interview process
The process involves two stages: competency-based questions and a presentation.
Working Schedule
The role is based in Bristol, BS1 5HL. It is a permanent, full-time position (37.5 hours/week, Monday to Friday), with a hybrid working pattern requiring 3 days in the office weekly.
Why us?
We are the UK's leading investment platform for private investors, based in Bristol, with over 40 years of helping investors save on time, taxes, and costs. Our workplace emphasizes learning, dynamic teams, and core values of service, quality, innovation, and opportunity.
What’s on offer?
* Discretionary annual bonus and annual pay review
* 25 days holiday plus bank holidays and additional Christmas closure
* Option to purchase extra holiday days
* Flexible/hybrid working options
* Enhanced parental leave
* Pension scheme with up to 11% employer contribution
* Income protection and life insurance (4x salary)
* Private medical insurance
* Health care cash plans, health screening, mental health support, wellness coaching
* Travel schemes, in-house amenities, volunteering days
Note: Benefits are dependent on role level and available during annual benefits window in November. We value diversity and encourage applications from all backgrounds. Flexible and part-time arrangements are considered. We do not sponsor employment visas.
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