Engineering Manager - Salesforce (Helpdesk & Client) - #1713483

Excited to grow your career?

Our purpose is to empower people to save and invest with confidence. 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

As Hargreaves Lansdown continues to grow and evolve, our investment in Salesforce as a strategic platform has never been more significant. We're entering an exciting phase in our Salesforce journey-building on a strong foundation laid by an experienced partner-and are now expanding our internal capability to deliver long-term success and innovation.

This is a unique opportunity to join at a pivotal moment, helping to shape and scale our use of Salesforce Service Cloud, Service Cloud Voice, Einstein AI, Data Cloud, and other cutting-edge technologies. You'll be at the forefront of redefining our Contact Centre and Client Engagement platforms, using the full breadth of Salesforce's latest capabilities to deliver smarter, more responsive, and highly personalised experiences to our clients.

We're looking for an Engineering Manager with a strong technical background in Salesforce and a proven track record of building and leading high-performing engineering teams. You'll play a critical role in establishing our internal Salesforce engineering practice-defining best practices, driving architectural decisions, ensuring platform stability and scalability, and fostering a culture of continuous improvement. This is more than a leadership role; it's a chance to work on one of the most forward-looking Salesforce implementations in UK financial services.

If you're excited about combining hands-on technical leadership with strategic impact, we'd love to hear from you.

Technical Responsibilities

• Drive the design and delivery of a best-in-class Salesforce solution for HL's Contact Centre and Client Engagement functions, leveraging Service Cloud, Service Cloud Voice, Einstein AI, Data Cloud, and other advanced capabilities.
• Establish and enforce engineering best practices, development standards, and governance processes to ensure quality, scalability, and reliability of the platform.
• Lead platform and release planning, managing technical dependencies and delivery milestones in collaboration with delivery and architecture leads.
• Monitor and optimise platform performance, ensuring high availability, scalability, and efficient use of resources.
• Stay current with the Salesforce roadmap and ecosystem to identify and implement relevant innovations, features, and tools.
• Ensure platform compliance with security, privacy, and data governance requirements.
• Define, track, and improve technical and service quality metrics, such as platform uptime, performance, and incident resolution times.

Management & Leadership Responsibilities

• Build and lead a high-performing internal Salesforce engineering team, including hiring, onboarding, and talent development.
• Provide ongoing coaching, mentorship, and career development for team members to support professional growth and technical excellence.
• Foster a culture of ownership, continuous improvement, and high accountability within the engineering team.
• Lead by example in hands-on technical involvement, when necessary, particularly in early stages of platform development.
• Promote a collaborative and inclusive team culture that aligns with HL's values and engineering principles.

Strategic & Cross-Functional Responsibilities

• Act as a liaison between engineering and key business stakeholders, ensuring clear and consistent communication of priorities, expectations, and progress.
• Collaborate with product owners, operations, compliance, and technology partners to align platform capabilities with business goals.
• Ensure value for money and return on investment (ROI) from the Salesforce platform, including license utilisation, vendor performance, and delivery efficiency.
• Support long-term planning for HL's digital engagement platforms, contributing to the broader technology strategy.
• Influence and shape the future of client engagement and support experiences through data-driven, customer-centric design decisions.
• Champion cross-functional alignment across architecture, delivery, support, and security teams to ensure successful, end-to-end solution delivery.

What You'll Be Doing

• Leading the growth of an internal Salesforce engineering team, including hiring, onboarding, and establishing a high-performance culture.
• Designing and delivering a cutting-edge Salesforce solution for HL's Contact Centre, using technologies like Service Cloud, Service Cloud Voice, Einstein AI, and Data Cloud.
• Collaborating with business and product stakeholders to align technical delivery with customer experience goals and regulatory requirements.
• Setting engineering standards and best practices to ensure scalable, secure, and maintainable solutions across the Salesforce ecosystem.
• Coaching and mentoring engineers to support their development and encourage a culture of learning, ownership, and continuous improvement.
• Acting as a key liaison between business teams and engineering to translate strategic needs into actionable plans and technical outcomes.
• Defining quality, performance, and operational metrics to monitor platform health and continuously drive improvements.
• Driving platform reliability and scalability, ensuring high availability and responsiveness across all client support channels.
• Monitoring platform usage and cost to ensure value for money from our Salesforce investment.
• Staying up to date with Salesforce's latest capabilities and identifying opportunities to integrate emerging tools or features into our ecosystem.
• Contributing to HL's broader technology strategy, helping shape the long-term roadmap for client engagement and digital service delivery.

About You

• Bachelor's degree in computer science, Information Systems, Business Administration, or a related field, or equivalent work experience.
• Salesforce Administrator Certification (ADM 201) is desired
• Strong understanding of Salesforce best practices and functionality.
• Excellent problem-solving, analytical, and troubleshooting skills.
• Strong project management skills and the ability to manage multiple projects simultaneously.
• Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams.

Working Pattern

This is a remote role, however you do need to be based and be able to work in the UK. The team do get together on site in Bristol around once a month, so you will also need to be happy to do this.

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* & annual pay review
• 25 days* holiday plus bank holidays and 1-day additional Christmas closure time
• Option to purchase an additional 5 days holiday per year at annual enrolment
• 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 & Life insurance (4 x salary core level of cover)
• Private medical insurance*
• Health care cash plans - including optical, dental, and out patientcare
• Help@hand and an Employee Assistance Programme
• Gympass - gym memberships and wellbeing apps available
• Variety of travel to work schemes with free bike storage and shower facilities
• An inhouse barista serving subsidised coffee and snacks
• Join HL's sports, I&D networks and volunteering groups (two paid volunteering days per year)
• LifeWorks Discounts on services, restaurants and retailers

* dependant on role level

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.