Helpdesk Consultant

Hybrid Helpdesk Consultant opportunity at Hargreaves Lansdown, joining a leading financial helpdesk supporting 1.9 million clients across either the Investment or Pension department. This is a permanent role with a starting salary from GBP 26,400 (full-time, 37.5 hours), combining structured training with a service-focused culture and strong support for your wellbeing and career growth.

In this role, you will be the first point of contact, handling inbound calls and written correspondence to resolve complex operational, investment, and pensions or retirement queries. You will work with teams across the business and with external companies, while supporting risk and control activities that help drive good client outcomes and a healthy risk management culture.

What you’ll do

• Help clients make the most of their money and strengthen their financial resilience for themselves and their families
• Answer and resolve client queries about HL investments, products, and services via phone, email, and virtual chats
• Provide a tailored, professional, empathetic, and outstanding service in every interaction
• Collaborate with internal teams and external partners to move queries forward
• Support the team’s risk and control activities to maintain strong outcomes and risk management practices

What we’re looking for

• A growth and learning mindset
• Ambition and resilience, with the ability to thrive under pressure
• A results-driven approach and motivation by performance
• Strong communication skills, including responding to client emails and answering calls
• Comfort working in a fast-paced environment and meeting tight deadlines
• A collaborative working style, able to partner with others to complete tasks
• Strong organisation with the ability to prioritise tasks and workload effectively
• Competence using MS Office including Outlook, Word, and Excel

Training and how you’ll ramp up

You’ll join a tailored training programme with side-by-side coaching, plus interactive workshops on HL’s products and services, the systems used, and more. The role is described as a non-sales position, focused on client support rather than selling.

Working hours and location

Based in the Bristol head office (BS1 5HL) in Welcome, MN (hybrid), working Monday to Friday between 8am and 6pm with one in three Saturdays from 9.30am to 12.30pm (rota within these hours). Hybrid working is supported once training is successfully completed and probation is passed.

Salary

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

Benefits

• 25 days holiday plus bank holidays and 1-day additional Christmas closure
• Option to purchase an additional 5 days holiday (select during the annual benefits window in November; dependent on role level)
• Flexible working options including hybrid working
• Enhanced parental leave
• Pension scheme with employer contribution up to 11%
• 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
• Health screening programme
• Help@hand: confidential support including mental health counselling and remote GP
• Wellhub: unlimited access to fitness providers and wellness coach sessions
• 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

Interview process

Assessment centre in person, including an interview and tasks.

Inclusivity and notes

• Hargreaves Lansdown is an inclusive employer and encourages applications from all individuals without regard to protected characteristics, disability, or age.
• This role may be available on a flexible working or part time basis. Please ask the Recruitment & Onboarding team for details.
• No employment sponsorship can be provided.