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 Client Services. You will be reporting to the Chief Operating Officer, and will provide a best-in-class end to end complaint management service. With delegated SMF complaints accountability the role will ensure the regulatory robustness of the end to end complaints journey, ensuring customer complaints are resolved quickly and fairly, managing escalated complaints/issues and will drive insight/action through robust root cause analysis. The role will be key to developing and shaping strategic plans to shape HL's evolution of its adherence with the Consumer Duty and delivering good client outcomes.
What you'll be doing
Delegated certified accountability of the end-to-end process for regulated complaints, including complaints handling and root cause analysis.Evolution of the new complaints management system and associated metric/ performance/ RCA reporting to its full capability.
Leadership of .c50 colleagues and direct management of 5 Complaints functional leads managing regulatory risk expectations & achievement of OKRs.
Drive continuous development and improvement of complaints workflow/processes to maximise balance of complaints per handler and quality metrics.
Managing escalated customer queries and complaints, including executive, press, FCA and other high profile/risk complaints.
Championing best practice in complaints management and client satisfaction within Client Services and in HL's Complaints Community.
Senior point of contact for complaints, escalations, HL incidents and SME regulatory complaints/client outcome expertise in HL.
Own and maintain regulated complaint management framework, policy and all underlying standards/processes incl. for Complaints Community.
Ensure Complaints Community (16 HL areas) fulfil their accountabilities (Identify, Log, Resolve & RCA).
Ownership of FCA regulatory reporting return submissions process and internal socialisation of HL's FCA metric performance vs peers.
Owner of complaints governance meetings and regular reporting of customer complaint metrics/insight to key HL governance forums and stakeholders.
Drive insight and action in root cause analysis of complaints with the complaints community to fix issue for clients to stop future complaints.
About you
Regulatory Knowledge: Deep understanding and experience of the financial services regulatory environment, including relevant regulations, guidelines and laws governing complaints management.
Complaints Management: Extensive and proven experience in managing complaints processes, systems and teams - within financial services or a regulated industry.
Risk Management : Experience with risk management and controls in a complaints and consumer duty environment.
Analytical Skills: Strong analytical skills and experience in identifying strategic themes and trends in complaints and highlighting to drive action to address to improve policy, processes, systems and customer experience.
Customer Advocate: An overarching commitment and expertise in managing complex customer issues when things have gone wrong with empathy and professionalism. Putting customer at heart of decision making. Voice of the customer at Senior and Executive Leadership level.
Continuous Improvement: Seeking to continuously seek and understand opportunities to improve own teams and across organisations, managing multiple projects and initiatives simultaneously to deliver these.
Stakeholder Management : Critical ability to lead with gravitas and align with a wide range of stakeholders, including regulatory bodies, senior management, leadership, ExCo and customer-facing teams.
Integrity and Ethical Judgment : High ethical standards and integrity in line with regulatory and HL expectations.
Communication Skills : Excellent verbal and written communication skills to articulate complex issues clearly and effectively to various audiences including Executive Committees and regulators.
Leadership : Strong leadership skills to inspire and motivate teams, fostering a culture of accountability and continuous improvement.
Problem-Solving Mindset : Ability to think critically and creatively at a strategic level and influence strategic direction and priorities of the Operations functions and HL.
Attention to Detail: A keen eye for detail to ensure compliance and accuracy in complaint handling metrics and external regulatory reporting, being tuned into nuances of peer performances.
Emotional Intelligence: Strong interpersonal skills and emotional intelligence to handle challenging situations and maintain positive relationships with customers and colleagues. Drive a positive team culture.
Interview process
The selection process will incorporate competency-based questions including an assessment of your technical knowledge and transferable skills. For candidates who progress to the next stage, there will be a presentation or assessment to prepare and an online psychometric assessment.
Working Schedule
This role is based in Bristol head office, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday. For this role we offer a hybrid flexible working pattern to enable you the option of working from home and coming into the office. We would currently expect you in the office at least 2 days a week.
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 out patientcare
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.
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