Complaints Resolution Specialist

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

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.