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
*Looking for multiple peopleEstates mission statement is 'Guiding clients through grief with integrity, compassion and care.'
What the team says about working in BHD:
"BHD has been the first place at HL where I have made a significant, positive impact on the lives of our clients."
"You do not have to work Saturdays, so this give us more of a work life balance"
"It has really helped my learning and development being able to join a small team who are all great to work with"
"Bereavement Helpdesk can be challenging but is very worthwhile and always feels rewarding when you have helped someone at a difficult time"
We are looking for great people to join us in the first helpdesk that sits directly with operations, so please come, and invest in YOUR future at Hargreaves Lansdown in the first helpdesk made up entirely of Senior consultants.
You will be joining Bereavement Helpdesk at a very exciting time, as one of the top six teams in the business to have made the move to salesforce. As a Bereavement Helpdesk agent you will be able to provide a unique perspective to influence our ways of working moving forward and how we assist our clients.
Our teams’ purpose is to support clients through the handling of the estate, or the pension, and make their lives that little bit easier. In some cases, you will be a point of contact for them from start to finish which can be very rewarding to know you’ve genuinely made a difference. Each situation is different and being on this team gives you the freedom to investigate complex queries and deliver a positive outcome for our client’s.
What you'll be doing
The purpose of the role is to continuously improve the service we provide to our clients and provide an opportunity for colleagues to develop their skills and knowledge to become subject matter experts in Bereavement.
You will be answering calls from bereaved clients relating to an estate or pension supporting them during a difficult time.
Respond to emails and postal correspondence from representatives and third parties.
During available times you will also be assisting estates with their workload on things such as statements and Salesforce tasks.
Opportunity to work with Estates Operations team throughout the year with rotations.
About you
Ability to engage positively with colleagues at all levels in Operations.
Sound analytical and problem-solving skills, with the ability to identify the root cause and escalate where appropriate.
Ability to simplify complex problems and relay to clients.
Be approachable, able to lead by example and motivate others.
Be client focused, with excellent communication skills and strong attention to details.
Be able to identify and put appropriate measures in place when it comes to vulnerable clients
Self-drive to want to learn, progress and grow as an individual in a supportive team.
Interview process
Competency based interview conducted through Microsoft Teams
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 5pm. You will have a rota within these hours.
We support hybrid working once you have successfully completed your training and have passed your probation. Full training and support will be given in all areas that we work.
Application requirements
Must have passed probation, if applying from Ops must have completed 6 months in current role, if applying from helpdesk must have completed 12 months in current role.
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* and annual pay review
- 25 days* holiday plus bank holidays and 1-day additional Christmas closure
- Option to purchase an additional 5 days holiday**
- Flexible working options available, including hybrid working
- Enhanced parental leave
- Pension scheme up to 11% employer contribution
- Income Protection and Life insurance (4 x salary core level of cover)
- Private medical insurance*
- Health care cash plans - including optical, dental, and outpatient care
- Health screening programme
- Help@hand - confidential support including mental health counselling and remote GP
- Wellhub - unlimited access to fitness providers and wellness coach sessions
- Variety of travel to work schemes with bike storage and shower facilities
- Inhouse barista and deli serving subsidised coffee and sandwiches
- Two paid volunteering days per year
* dependant on role level
** only available to select during our annual benefits window, in November each 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 ask the Recruitment & Onboarding team for more information.
Please note, we are unable to provide employment sponsorship to candidates.
Skills Required
- Sound analytical and problem-solving skills
- Excellent communication skills
- Attention to detail
- Ability to manage vulnerable clients
- Self-driven to learn and progress
What We Do
We’re the UK’s number 1 investment platform for private investors, based in Bristol, where we now employ over 1,700 people. For more than 40 years we’ve helped investors save time, tax and money on their investments. Today we're trusted by over 1.7 million clients. Our service allows clients to bring all their ISAs, pensions, SIPPS, and savings into one easy to manage place, allowing them to be in control.
