Contact Centre Manager - Bristol, United Kingdom - Hargreaves Lansdown plc

Hargreaves Lansdown plc

Verified Company

Bristol, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Due to continued growth, we have opportunities for 2 Helpdesk Managers to join our growing Helpdesk team.

As a Helpdesk Manager, you will be responsible for leading and inspiring a team of c.7 Team Leaders to deliver exceptional client service, this is anexciting time to lead, coach and motivate colleagues and to oversee an effective risk and control environment.

What you'll be doing

Providing inspirational, inclusive and collaborative leadership
Management of people, process/systems, resources and risk
Taking responsibility for ensuring service delivery targets are met, delegating effectively and escalating issues where appropriate
Monitoring and reporting to the Senior Manager on performance and trends
Overseeing and designing processes and controls, focusing on the management of risks
Complying with relevant regulation and legislation
Providing support and development of objectives for the wider Service function
Creating business cases for change and investment whilst driving local continuous improvement activities
Promoting an inclusive and diverse culture where learning, development and colleague engagement is a priority
Supporting career progression and development opportunities in the function and the wider Service Teams

About you

Essential:

Outstanding leadership and communication skills; approachable, flexible and collaborative, able to motivate others and empower teams to deliver for clients
Significant leadership experience within operational or clientfacing environments
Proven experience of managing managers and mediumsized teams to drive positive outcomes for clients, colleagues and the business
Track record of managing operational and/or transformational change.
Ability to engage positively with colleagues at all levels
Strong analytical and problemsolving skills
Ability to simplify complex problems and implement innovative solutions.
Change Management

Desirable:

Financial services (particularly pensions/ investment/ asset management) or telecoms industry background.

Interview process
A 2 stage interview process including a presentation.

Working Schedule
The role is based in our 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.