Complaints Handler

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

Hargreaves Lansdown (HL) are now recruiting for skilled Complaints Handlers to join our team. In this role, you will be part of our client-focused Client Services function, delivering exceptional customer service even in challenging situations. You will be responsible for investigating client complaints to ensure appropriate outcomes and contribute to fostering a customer-centric culture within the organisation.

What you'll be doing

Investigating client complaints, and providing written and verbal responses within timescales
Providing excellent client experience, when handling their complaints
Working as a key member of the Client Services function, to support root cause analysis, and work with key stakeholders to continually strive to deliver an excellent service
Final point of contact when dealing with complaints
Work as a team to deal with complaints in a timely manner
Able to turn complex queries into simple ones, that you can translate back to clients

About you

Experience in handling regulated complaints, ideally in the financial services sector
Experience dealing with the Financial Ombudsman
Excellent Customer Service skills
Highly resilient and confident dealing with clients
Strong stakeholder management and communication skills, both oral and written
Proactive, resourceful and able to use initiative
Ability to work collaboratively in a team and with stakeholders

Interview process

The interview process for this role will be a one stage competency-based interview.

Working Schedule

This role is based in our Bristol head office, BS1 5HL. This is a permanent full-time role, 37.5 hours per week, Monday to Friday. We have returned to the office, however for this role we offer a hybrid flexible working pattern of working in the office and at home.

Please apply as soon as possible as we may close the vacancy before the end date.

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
Sharesave scheme - have a real stake in HL's future
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
- 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.