Complaints Specialist

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

Job summary

HSBC Holdings plc in Jersey is seeking a Complaints Specialist within the Service Recovery Team, covering Jersey, Channel Islands, and expat customers. The role focuses on resolving complaints fairly and effectively through listening, clear communication and sound judgement.

You’ll work with colleagues across HSBC to improve outcomes, take responsibility for decisions within boundaries, and contribute to preventing repeat issues.

Qualifications

• Experience in customer service or inbound telephony with exposure to complaint handling.
• Ability to apply strong complaint resolution skills including listening, understanding customer impact and agreeing practical outcomes.
• Clear written and verbal communication to explain complex information to varied audiences.
• Use of sound judgement to make fair decisions and take ownership of issues through to resolution.
• Effective organisation skills including prioritising work across multiple deadlines and time-critical requests.
• A track record of improving service outcomes for internal and external customers.
• Experience of supporting customers with effective complaint management.
• Familiarity with HSBC Expat and Islands Branch Network complaint handling systems where applicable.

Responsibilities

• Resolve customer complaints by listening carefully, understanding concerns and agreeing a clear resolution and way forward.
• Simplify the experience for customers by solving issues quickly and effectively from first contact through to closure.
• Provide high-quality service through clear written responses and effective verbal communication.
• Make fair, well-judged decisions and take responsibility for outcomes within agreed boundaries.
• Partner with colleagues across HSBC to provide feedback that helps remove root causes of complaints.
• Improve complaint handling by reinforcing the importance of first point of contact resolution across the business.
• Prevent repeat issues by working with product and proposition owners on longer-term solutions.
• Always maintain excellent customer service standards.

Skills

Customer service

Complaint handling

Active listening

Written communication

Verbal communication

Judgement

Decision making

Time management

Cross-functional collaboration

Job description

If you’re looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further.

A move across the business allows you to continue to access tailored professional development opportunities, and our fantastic benefits packages

The Opportunity

This Complaints Specialist role sits within the Service Recovery Team in Jersey, Channel Islands with coverage across both Islands and Expat customers. The focus is on resolving customer complaints fairly and effectively through strong listening, clear communication and sound judgement. The role works closely with colleagues across the business to reinforce first point of contact handling and improve outcomes for customers. You’ll take responsibility for decisions that help deliver the right resolution and restore trust. Success means timely complaint resolution, clear written and verbal communication and practical feedback that reduces repeat issues.

What you’ll be doing

• Resolve customer complaints by listening carefully, understanding concerns and agreeing a clear resolution and way forward
• Simplify the experience for customers by solving issues quickly and effectively from first contact through to closure
• Provide high-quality service through clear written responses and effective verbal communication
• Make fair, well-judged decisions and take responsibility for outcomes within agreed boundaries
• Partner with colleagues across HSBC to provide feedback that helps remove root causes of complaints
• Improve complaint handling by reinforcing the importance of first point of contact resolution across the business
• Prevent repeat issues by working with product and proposition owners on longer-term solutions
• Always maintain excellent customer service standards

What we’re looking for

• Experience in a relevant environment such as customer service or in-bound telephony with exposure to complaint handling where possible
• Ability to apply strong complaint resolution skills including listening, understanding customer impact and agreeing practical outcomes
• Can communicate clearly in writing and verbally with the ability to explain complex information in a meaningful way to varied audiences
• Use of sound judgement to make fair decisions and take ownership of issues through to resolution
• Effective organisation skills including prioritising work across multiple deadlines and time critical requests
• A track record of improving service outcomes for internal and external customers
• Experience of supporting customers with effective complaint management
• Familiarity with HSBC Expat and Islands Branch Network complaint handling systems where applicable

To support you with putting your best foot forward for our internal opportunities, you are invited to take advantage of our CV and Interview workshops, hosted by our Talent Acquisition team. To find out more and register to attend please click this link.

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, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via [e-mail]