Our mission is making it easy to save and invest for a better future. 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. You will be joining our team at a very exciting time, as one of the top six priorities in the business we are looking to move to Salesforce. As a Bereavement Advisor, you will provide a unique perspective to influence our ways of working moving forward and how we assist our clients.
Our team's purpose is to support clients through the handling of the estate or the pension, making 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 clients.
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 internal and external calls from bereaved clients relating to an estate or pension. This will be over core hours of 8am to 5pm Monday to Friday.
* Respond to email and postal correspondence from representatives and third parties.
* During available times, you will also be assisting estates with their workload.
About you
* At least 6 months of experience within HL and your current role.
* 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 them to clients.
* Be approachable, able to lead by example and motivate others.
* Be client-focused, with excellent communication skills and strong attention to detail.
* Experience within Operations, Helpdesk, or Client Services with a proven ability to work to the highest possible standards of accuracy and service to drive the right outcomes for clients, colleagues, and the business.
* Be able to identify and put appropriate measures in place when it comes to vulnerable clients.
Interview process
One stage, competency-based interview.
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. You will have a rota within these hours.
We support hybrid working once you have successfully completed your training and have passed your probation.
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