Customer Experience & Complaints Lead

HSBC; Dubai; On-site; AED 120,000 - 240,000; Full time

Job summary

HSBC UAE is seeking a customer complaints professional to manage and resolve complaints and queries across multiple channels in line with UAE procedures. You will drive root-cause fixes, uplift frontline capability, and improve loyalty by delivering timely investigations and accurate outcomes.

Ideal candidates will have a degree and strong knowledge of Retail/Personal Banking products, with excellent English and at least 12 months in a customer-facing role.

Qualifications

• Degree is required to obtain UAE work permit.
• Strong knowledge of Retail/Personal Banking products, services, and procedures.
• Excellent listening, speaking, and interpersonal skills.
• Fluent written and spoken English.
• Minimum 12 months in a customer-facing role or handling customers directly.
• Proven ability to build relationships with stakeholders at all levels.

Responsibilities

• Root cause & prevention: identify service gaps, analyse root causes, and escalate themes to prevent recurrence.
• Frontline uplift: address staff-related issues through branch visits, shadowing, coaching, and improvement measures.
• Process improvement: support initiatives to streamline processes affecting customer experience.
• Aged complaint resolution: close long-standing complaints, including SLA breaches, with momentum and ownership.
• Training & coaching: train complaint handlers via group sessions and 1:1 support.
• Customer communication standards: manage interactions across email, letters, phone, and face-to-face with professional tone.

Skills

Complaint handling

English fluency

Stakeholder management

Digital tools

Active listening

Relationship building

Education

Bachelor's degree

Tools

HUB

SFE

CMS

eChamps

GPS

Job description

HSBC UAE is seeking a customer complaints professional to manage and resolve complaints and queries across multiple channels in line with UAE procedures. You will drive root-cause fixes, uplift frontline capability, and improve loyalty by delivering timely investigations and accurate outcomes.

Ideal candidates will have a degree and strong knowledge of Retail/Personal Banking products, with excellent English and at least 12 months in a customer-facing role.