Complaints Resolution Specialist

HSBC Holdings plc; Birmingham; On-site; GBP 28,000 - 36,000; Full time

Job summary

HSBC Holdings plc is seeking a Complaints Handler to join our Chief Operating Office team across Birmingham, Leeds, Sheffield & Chester. You will manage complaints end-to-end, applying sound judgement to reach fair outcomes and help prevent repeat problems by spotting themes and driving improvements.

You will handle cases from initial contact to resolution, keep customers updated with clear outcomes, and escalate as needed in line with internal guidance.

Qualifications

• Experience in a customer service environment (including inbound telephony).
• Strong written communication skills.
• Ability to work in a fast-moving environment and handle ambiguity.
• Commitment to service excellence.

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

Inbound calls

Written communication

Ambiguity tolerance

Stakeholder management

Job description

HSBC Holdings plc is seeking a Complaints Handler to join our Chief Operating Office team across Birmingham, Leeds, Sheffield & Chester. You will manage complaints end-to-end, applying sound judgement to reach fair outcomes and help prevent repeat problems by spotting themes and driving improvements.

You will handle cases from initial contact to resolution, keep customers updated with clear outcomes, and escalate as needed in line with internal guidance.