Complaints Handler

HSBC Holdings plc; Swansea; On-site; GBP 28,000 - 40,000; Full time

Job summary

HSBC Holdings plc is seeking a Complaints Handler (GCB 7) to join the Chief Operating Office in Swansea (and Birmingham). You will manage complaints end-to-end, using sound judgement to reach fair outcomes, resolve issues at pace, and help prevent repeat problems by spotting themes and driving improvements.

You will take ownership of cases, keep customers updated, and escalate as needed, contributing to a culture of customer excellence across the bank.

Qualifications

• Experience in a customer service environment (including inbound telephony).
• Strong written communication skills, with the ability to tailor messaging to different audiences.
• Confident telephone manner, good organisation skills, and the ability to work through ambiguity in a fast-moving environment.

Responsibilities

• Handle customer complaints from first contact through to resolution, ensuring customers feel heard and supported.
• Take ownership of cases, keeping customers updated and delivering clear, timely outcomes.
• Apply judgement to make balanced, fair decisions and take accountability for the customer impact.
• Escalate complaints appropriately to senior management, regulators or HSBC Group in line with internal guidance.
• Contribute to customer experience improvements by identifying root causes and recommending practical fixes.

Skills

Customer service

Written communication

Telephone manner

Organization

Continuous improvement

Collaboration

Job description

Locations: Swansea and Birmingham

Help us turn customer feedback into better outcomes. We’re looking for a Complaints Handler (GCB 7) to join our Chief Operating Office team in the listed locations. You’ll manage complaints end-to-end, using sound judgement to reach fair outcomes, resolve issues at pace, and help prevent repeat problems by spotting themes and driving improvements.

In this role you will:

• Handle customer complaints from first contact through to resolution, ensuring customers feel heard and supported.
• Take ownership of cases, keeping customers updated and delivering clear, timely outcomes.
• Apply judgement to make balanced, fair decisions and take accountability for the customer impact.
• Escalate complaints appropriately to senior management, regulators or HSBC Group in line with internal guidance.
• Contribute to customer experience improvements by identifying root causes and recommending practical fixes.

What you’ll bring

• Experience in a customer service environment (including inbound telephony) and a strong commitment to service excellence.
• Strong written communication skills, with the ability to tailor messaging to different audiences.
• Confident telephone manner, good organisation skills, and the ability to work through ambiguity in a fast-moving environment.
• A mindset of continuous improvement and openness to change.
• Strong collaboration skills and the confidence to influence and challenge constructively when needed.

Key capabilities for success

• Customer Centricity and stakeholder management
• Working responsibly and making sound decisions
• Operating effectively in a dynamic environment
• Influencing and challenging stakeholders appropriately

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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.

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