Client Service Manager - Polish speaking

HSBC; City of Edinburgh; Hybrid; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Private healthcare

Enhanced maternity and adoption pay

Generous pension scheme

Job summary

A global banking institution is seeking a Client Service Manager fluent in Polish to oversee client inquiries and escalations. Based in Edinburgh, the role requires effective communication skills and experience in a fast-paced environment. The company offers private healthcare, enhanced maternity support, and a contributory pension scheme. Applicants must live within a commutable distance for hybrid working.

Qualifications

• Proven experience in a client-service oriented environment.
• Ability to manage multiple time-sensitive tasks.
• Experience interacting with diverse stakeholders.

Responsibilities

• Field and resolve service inquiries, ensuring timely response.
• Accountable for client escalations and proactive communication.
• Identify potential issues and risks in client interactions.

Skills

Fluency in Polish

Fluency in English

Analytical mindset

Effective communication

Time management

Job description

Client Service Manager - Polish speaking

If you’re looking for a career where you will be respected as an individual and valued for the contributions you make, join HSBC, and discover how diversity drives our success. Global Payment Solutions (GPS) is made up of almost 10,000 people across more than 60 countries and helps clients make payments across borders, currencies, and regulations quickly and efficiently with dedicated country, regional and global support.

In This Role You Will

• Field and resolve basic and complex service inquiries, ensuring timely response and proactive communication until the client’s expectations are met.
• Be accountable for client escalations, including business‑as‑usual and global service escalations, inquiries, and projects. Identify and action red‑flags before they become client‑identified issues, and coordinate remediation and communication to clients and internal stakeholders.
• Monitor client case type/activity to identify potential issues and opportunities for improvement; proactively identify risks and issues as part of complex query oversight.
• Oversee local client‑initiated projects, facilitate local completion of global client‑initiated projects, and engage with global counterparts for maintenance requests, client queries and escalations.
• Develop and maintain internal and external contact lists.

Requirements for this Role

• Both written and oral fluency in Polish and English.
• Experience working within a fast‑paced client‑service oriented environment with continually changing priorities.
• An analytical mindset and a desire to solve problems for others.
• Effective communication and interpersonal skills, with experience interacting across functional lines and building relationships with internal and external stakeholders with empathy.
• Time management and organisational skills, with the ability to manage multiple time‑sensitive tasks.
• This role is based at the Edinburgh Lochside Way Office. The successful applicant will be required to spend part of their working week at this location. Hybrid working is available, but the role holder must live within a commutable distance of the office.

Benefits

• Private healthcare for all UK‑based employees.
• Enhanced maternity and adoption pay and support when you return to work.
• A contributory pension scheme with a generous employer contribution.

Being open to different points of view is important for our business and the communities we serve. HSBC is dedicated to creating diverse and inclusive workplaces – no matter gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk.

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