Helpdesk Consultant

TL;DR

Helpdesk Consultant (Financial Services): Act as primary point of contact for 1.9 million clients via inbound calls and written correspondence, assisting with operational, investment-related, pensions, and retirement inquiries with an accent on tailored, professional, empathetic service. Focus on solving intricate client queries, collaborating with teams, and supporting risk and control activities for optimal client outcomes.

Location: Bristol (Harbourside) head office, BS1 5HL. Monday-Friday 8am-6pm with one in three Saturdays 9:30am-12:30pm. Hybrid working supported after completing training and probation; no employment sponsorship provided.

Starting salary from £26,400 full-time (37.5 hours), permanent contract.

Company

UK’s number 1 investment platform for private investors, helping people save and invest for over 40 years.

What you will do

• Help clients optimize their investments and build financial resilience for their families.
• Solve client queries on investments, products, and services via phone, email, or virtual chats.
• Deliver tailored, professional, empathetic, and outstanding service in every interaction.
• Collaborate with internal teams and external companies to resolve issues.
• Support team’s risk and control activities to ensure good client outcomes.

Requirements

• Comfortable with customer call handling and 1st line support.
• Strong communication skills for calls and client emails.
• Thrive in fast-paced environment with tight deadlines.
• Collaborative, organised, with ability to prioritise tasks.
• Proficient in MS Office (Outlook, Word, Excel).
• Growth mindset, ambitious, resilient, results-driven, able to handle pressure.

Culture & Benefits

• Discretionary annual bonus and pay review.
• 25 days holiday plus bank holidays, 1 additional Christmas closure day, option to buy 5 more days.
• Pension up to 11% employer contribution, income protection, life insurance (4x salary), private medical insurance.
• Health care cash plans, health screening, Help@hand mental health support, Wellhub fitness access.
• Travel schemes, bike storage, in-house subsidised coffee and food, 2 paid volunteering days.
• Constant learning, dynamic teams, core values of service, quality, innovation, opportunity.

Hiring process

• In-person assessment centre including interview and tasks.
• Reasonable adjustments available; inclusive employer valuing diversity.