Hartley Pensions Limited
Contact Support Team Leader
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CONTACT SUPPORT TEAM LEADER
Role: Contact Support Team Leader – Interim
Rate: Competitive (subject to experience & interview competencies) Type: Contract (via umbrella payroll company – Inside IR35) Location: Bristol, BS1 Hours: 35 hours a week (full-time), Monday to Friday, office based Application Deadline: 24/07/26
Hartley Pensions are looking for a talented and experienced professional within regulated services to lead our client contact team during an important transitional phase for the business.
Who are Hartley Pensions?
Hartley Pensions are a SIPP and SSAS pensions operator based in central Bristol. Since July 2022, the company has been in a trading administration. Under the administration of UHY Hacker Young, Hartley Pensions continues to operate an essential service to clients whilst preparing to transfer members to new UK-based operators and wind down the business.
Role
As our Interim – Contact Support Team Leader, you will lead and work within a vibrant, friendly and dedicated team of Contact Support Administrators. Contact Support are the first line of communication across the firm. By overseeing this vital function, along with assisting in taking inbound calls, emails and carrying out an array of administrative tasks, you will ensure that a high quality and consistent service is provided to our clients.
Your duties include (but are not limited to) the following critical areas of our services:
- You will lead by example and assist the team by taking inbound calls from our clients, IFAs and all relevant stakeholders. Demonstrating a professional, analytical and empathetic approach at every interaction.
- In addition to this, you will assist with monitoring the mailbox, ensuring that recent and historic correspondence is appropriately responded to in-line with SLA time frames. Crucially, you will make sure this is documented and categorised under the correct client file on Hartley’s work systems.
- As Hartley Contact’s Team Lead, you will motivate and inspire members of the team to go above and beyond in their duties. You will at times be depended upon for guidance and support. Where necessary, taking escalated calls from members of the team.
- Monitoring team performance, assessing KPI metrics from inbound call volumes and numbers of emails responded to by individual members to reporting average wait times (AWT) of the team as a whole. You will follow up to individual members, providing constructive guidance on how to improve and if necessary, schedule in training plans for members of the team. You will be responsible for team KPIs and will work with Hartley’s IT Systems team to provide regular MI for senior management.
- As our Interim – Contact Support Team Leader, you are expected to be an ambassador for our customer service function. A key part of your role will be to work with internal and external stakeholders to achieve swift resolutions and help with SLAs across the business. Furthermore, you will be Contact’s representative at team leader and senior management meetings. You will report on issues raised by team members and relay crucial updates from these meetings to your team.
- You will send out daily plans, ensuring that individual members of the team adhere to set tasks and that workload is reasonably distributed amongst team members. Additionally, you will be responsible for allocating lunch breaks, dividing the team in two groups, to ensure that inbound calls are received during this time.
- You will help oversee and lead by example by taking part in ad-hoc projects involving Hartley’s contact team.
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About You
It is essential that you are a leader who is willing to learn and develop the skills of their team. Crucially, you are able to lead by example by continuously going above and beyond in your duties.
The following key points list the necessary attributes required to succeed in this role:
- Though prior experience in the SIPP/SSAS industry is desirable, it is not an essential prerequisite. However, this is not an entry-level position and whilst we provide training and upskilling to staff, you are fully expected to hit the ground running.
- It is desirable that you hold a foundational knowledge of pension laws and tax regulations, specifically around annual allowance and benefits entitlements. However, you must be able to demonstrate the basics of this at the interview stage.
- Considerable experience in a telephony-based role is essential. Ideally, you have worked in regulated services at a minimum senior level for 2-3 years.
- You must be able to lead and hold a personable, friendly and inspiring character that junior colleagues can look up to and even depend upon.
- You will be handling sensitive tax-privileged funds where administrative errors can be costly, resulting in significant penalties to the firm. Therefore, you must be diligent and attentive to detail in your work. You will also be conscious of and have demonstrable experience with GDPR regulations and ensuring the application of security protocols, ensuring the privacy and appropriate handling of sensitive client data is always upheld by you and the wider team.
- Numerical proficiency must be an essential element to your skillset. A minimum Grade C/4 or above in GCSE Mathematics (or an international equivalent) is required.
- A competent standard of literacy is also critical. You will be dealing with complex legal documents, tax regulations and direct client communication. Therefore, your ability to read, interpret and write in a clear and professional manner is necessary for this position. A minimum Grade C/4 or above in both GCSE English Literature and English Language (or an international equivalent) is required.
- You must have a decent level of communication skills. It is highly important that as a representative of the firm, you can effectively communicate technical pension information into lay terms to clients. Your ability to communicate must crucially concern the ability to cater your tone to one of empathy and assurance. This is particularly important when being conscious of cases where clients may be vulnerable or in handling cases of deceased clients, where you may be communicating with beneficiaries.
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What we offer
- A highly competitive rate: We pay within the top 10% of employers in the industry.
- Meaningful impact: A rare opportunity to play a leading part in assisting a business through a crucial transitional period.
- Hybrid working: We allow hybrid options (up to 2 days from home a week) after successful completion of training period and where business needs permit.
Recruitment Process
Hartley Pensions follow a two-stage recruitment process.
- A 30-minute screening call.
- A 60-minute interview with competency-based questions.
At Hartley pensions diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We actively encourage individuals from all backgrounds, experiences, and perspectives to apply. Join us in creating a workplace where everyone feels valued, respected, and empowered to thrive.
Website
To find out more about Hartley Pensions, please visit: https://www.uhy-uk.com/hartley-pensions-limited-administration
*** Please note, we have been in a trading administration since July 2022. This means that we cannot provide sponsorship to applicants at this time.
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