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 Hargreaves Lansdown.
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
Hargreaves Lansdown (HL) are now recruiting for skilled Complaints Handlers to join our team. In this role, you will be part of our client-focused Client Services function, delivering exceptional customer service even in challenging situations. You will be responsible for investigating client complaints to ensure appropriate outcomes and contribute to fostering a customer-centric culture within the organisation.
What you’ll be doing
1. Investigating client complaints, and providing written and verbal responses within timescales
2. Providing excellent client experience, when handling their complaints
3. Working as a key member of the Client Services function, to support root cause analysis, and work with key stakeholders to continually strive to deliver an excellent service
4. Final point of contact when dealing with complaints
5. Work as a team to deal with complaints in a timely manner
6. Able to turn complex queries into simple ones, that you can translate back to clients
About you
7. Experience in handling regulated complaints, ideally in the financial services sector
8. Experience dealing with the Financial Ombudsman
9. Excellent Customer Service skills
10. Highly resilient and confident dealing with clients
11. Strong stakeholder management and communication skills, both oral and written
12. Proactive, resourceful and able to use initiative
13. Ability to work collaboratively in a team and with stakeholders
Interview process
The interview process for this role will be a one stage competency-based interview.
Working Schedule
This role is based in our Bristol head office, BS1 5HL. This is a permanent full-time role, 37.5 hours per week, Monday to Friday. We have returned to the office, however for this role we offer a hybrid flexible working pattern of working in the office and at home.
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?
14. Discretionary annual bonus*and annual pay review
15. 25 days* holiday plus bank holidays and 1-day additional Christmas closure
16. Option to purchase an additional 5 days holiday**
17. Flexible working options available, including hybrid working
18. Enhanced parental leave
19. Pension scheme up to 11% employer contribution
20. Income Protection and Life insurance (4 x salary core level of cover)
21. Private medical insurance*
22. Health care cash plans - including optical, dental, and outpatient care
23. Health screening programme
24. <- confidential support including mental health counselling and remote GP
25. Wellhub - unlimited access to fitness providers and wellness coach sessions
26. Variety of travel to work schemes with bike storage and shower facilities
27. Inhouse barista and deli serving subsidised coffee and sandwiches
28. Two paid volunteering days per year
* dependant on role level
** only available to select during our annual benefits window, in November each year