Complaints Specialist

HSBC Group; Birmingham; Hybrid; GBP 28,000 - 34,000; Full time

Job summary

HSBC Group is seeking a Complaints Specialist to own escalated customer issues and resolve them across inbound and outbound channels. You will engage customers by phone, email and chat, aiming for the right outcome and improving the overall journey.

The role is hybrid and located in the UK with openings across multiple sites. You will handle inquiries with empathy, apply sound judgement, and work to resolve complex cases while supporting colleagues in a fast-paced environment.

Qualifications

• Experience handling customer complaints across multiple channels.
• Ability to listen to customers and resolve issues at first contact.
• Strong judgement and decision-making skills to deliver the right outcome.

Responsibilities

• Deal with inbound customer complaints.
• Listen to customers and address concerns to agree the way forward.
• Keep communications simple and build confidence by solving problems quickly.
• Influence and own issues to ensure successful resolution at first contact.
• Operate across phone, letter, email and chat channels.
• Work under pressure while remaining resilient to change.
• Prioritise own workload and manage time effectively.
• Have good understanding of HSBC products and services.

Skills

Communication skills

Phone etiquette

Objection handling

Multichannel communication

Resilience under pressure

Decision making

Tools

CRM systems

Email/chat tools

Job description

Complaints Specialist This role is being advertised within Escalated complaints where we have the responsibility to fully own and resolve customer complaints via a number of channels including both inbound and outbound resolutions. You will be responsible for providing outcomes with a clear objective to enhance the customer journey, support colleagues and increase our quality of complaint handling. The GCB7 Complaints Specialist role is within Escalated Complaints team, part of Customer Resolution Team within Customer Support The successful candidate will be highly motivated, able to act on their own initiative and deal with issues as they arise. You will be responsible for resolving customer complaints at first point of contact. To ensure we get the right outcome, telephone contact with each customer is a priority. We have a dedicated inbound telephone line, where customers can be transferred to us as well as call us directly. Duties will involve being resourced onto our inbound line as well as dealing with complaints received via letter, email, and chat. Your responsibilities will include:

• Dealing with inbound customer complaints
• 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, getting it right first time
• Being empowered and trusted to take responsibility, making decisions and using judgement to deliver a good outcome.
• Being forward looking, preventing further issues by improving the customer journey
• Delivering Superior Customer Service at all times
• Pivoting to Customer demands
• Communicating through a variety of channels including telephone and written methods. Telephone experience including strong objection handling skills
• An ability to work under pressure whilst being resilient to change
• Strong judgement and decision-making skills
• An ability to manage and prioritise own workloads
• Good understanding of HSBC products and services
• Able to communicate effectively using all channels - inbound & outbound telephone, letter, email and chat

Our operating window is currently Monday to Friday 8am to 6pm This role supports Hybrid Working from a HSBC Workspace within any of the listed locations - Leeds, Birmingham, Hamilton, Fareham, Bristol & Sheffield. 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.