Complaints Handler

HSBC; Manchester; On-site; GBP 21,000 - 32,000; Full time

Job summary

HSBC in Manchester is seeking a Customer Experience Associate to support initiatives that enhance customer service, retain clients and grow relationships. You will assist relationship managers and sales teams, address customer concerns and escalate issues per policy.

The role emphasizes listening to customers, resolving issues quickly, and delivering superior service in a fast-paced environment, with opportunities to improve processes and customer communications.

Qualifications

• Experience in customer service environment, inbound telephony.
• Desire to find ways to continually improve the service delivered to customers.
• Written communication skills; able to adapt your style.

Responsibilities

• Support initiatives which enhance customer experience and support increased sales, retention and expansion of client relationships.
• Assist revenue generating teams with servicing support for customers.
• Escalate customer complaints to senior management or regulatory bodies as appropriate.
• Listening to customers, understanding concerns, and agreeing the way forward.
• Keeping it simple for the customer, solving problems quickly and efficiently and delivering a fair outcome.
• Delivering Superior Customer Service at all times.

Skills

Customer service experience

Process improvement

Written communication

Telephone skills

Adaptability

Independent worker

Decision making

Stakeholder engagement

Customer centricity

Dynamic environment

Job description

The category of Customer Experience Management embeds customer service management procedures, processes and reporting solutions with the aim of improving the customer service provision of HSBC.

Tasks and responsibilities of the job holder may include the following:

• Support initiatives which enhance customer experience and support increased sales, retention and expansion of client relationships
• Support initiatives for improvement; these could be in areas such as staff development, customer communication or internal process improvement
• Assist revenue generating teams (such as Relationship Managers, Sales Managers, Portfolio Managers) with servicing support for customers
• Ensure customer complaints are escalated to senior management or regulatory bodies or HSBC group as appropriate, in line with policies
• Listening to customers, understanding what they are saying, how they are feeling and work with them to address their concerns and agree the way forward.
• Keeping it simple for the customer, building confidence by solving their problems quickly and efficiently. Influencing and owning the issue to ensure successful resolution.
• Being empowered and trusted to take responsibility, making decisions and using judgement to deliver a fair outcome.
• Being forward looking, preventing further issues by creating long term and innovative solutions.
• Delivering Superior Customer Service at all times

Knowledge & Qualifications:

• Experience working in relevant environment/s, i.e. Customer Service, in-bound telephony
• A desire to find ways to continually improve the service delivered to customers
• Written communication skills, with experience of adapting your style

Skills

• Excellent telephone manner and telephony skills with a passion to deliver excellence.
• An open, flexible and supportive approach to change and innovation
• Self-awareness with confidence to work independently whilst demonstrating teamwork / collaborative working.
• The ability to act quickly in the right situation, make the correct decision after considering various perspectives and take responsibility for outcomes

Capabilities

• Engaging with Customers/Stakeholders/Colleagues
• Working in a Dynamic Environment
• Working Responsibly
• Customer Centricity
• Influencing and Challenging Stakeholders

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please contact the Recruiter.