Complaints Specialist - Service Recovery & Resolution

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

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.