Client Services plays a key role in the delivery of the HL strategy by unravelling process or service-related issues that could cause clients to be unhappy. We solve problems, assess process faults, and work hard to retain our clients by putting things right and rebuilding their trust.
What you'll be doing
- Ensuring that all complaints are addressed within the timescales set down internally and by our regulator
- Investigating complaints. Gathering the requisite information to allow you to consider whether the complaint is justified and what action is required to resolve the complaint.
- Producing a full response to each complaint. This will involve explaining our actions to a client and apologising for an error, where appropriate. It may also involve determining whether a payment of compensation is required and if so, calculating the sum required and discussing this with the appropriate members of staff.
- Continuing correspondence with the complainant until the complaint is resolved; or until an impasse has been reached
- Helping HL to learn from complaints through accurate and thorough root cause analysis
About you
- The role will involve dealing with complaints which are received through the post, e mail and via the telephone. A good telephone manner is essential as dealing with frustrated and upset clients is commonplace.
- A proven problem solver, able to think on their feet and come up with pragmatic solutions. They will be an objective independent thinker, who is not afraid to ask challenging questions. They will be diplomatic, organised and have a strong ability to apply their judgement to a set of circumstances to reach the right conclusion for all parties concerned.
- Demonstrable knowledge and understanding of pension and investment products will be beneficial
- Good knowledge of financial services, ideally including a demonstrable understanding of how the regulatory environment works and how complaint handling fits into that system
- Significant previous experience within a client facing role preferred
- Adept at communicating very effectively and persuasively, verbally and in writing, at all levels of seniority
- Ability to build and maintain a network across HL at all levels of seniority
- Able to prioritise workload, work autonomously and meet deadlines
Interview process
This will be a one-stage interview process. The interviews will consist of competency and behavioural based questions.
Working Schedule
We are looking for Complaint Handlers to join our team, based in Bristol head office, BS1 5HL. This role is contract, full time, 37.5 hours per week, Monday to Friday. We offer a hybrid flexible working pattern to enable you the option of working from home and coming into the office.
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?
- 25 days* holiday plus bank holidays and 1-day additional Christmas closure time
- Option to purchase an additional 5 days holiday (during annual enrolment window, if eligible depending on start date)
- Flexible working options available, including hybrid working
- Enhanced parental leave
- Pension scheme up to 11% employer contribution
- Sharesave scheme - have a real stake in HL's future
- Income Protection & Life insurance (4 x salary core level of cover)
- Private medical insurance*
- Health care cash plans - including optical, dental, and out patientcare
- Help@hand and an Employee Assistance Programme
- Gympass - gym memberships and wellbeing apps available
- Variety of travel to work schemes with free bike storage and shower facilities
- Inhouse barista & deli serving subsidised coffee and sandwiches
- Join HL's sports, I&D networks and volunteering groups (two paid volunteering days per year)
- LifeWorks Discounts on services, restaurants and retailers
- dependant on role level
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.
Please note, we are unable to provide employment sponsorship to candidates.