Customer Experience & Complaints Resolution Specialist

HSBC; Manchester; On-site; GBP 21,000 - 32,000; Full time

Job summary

HSBC in Manchester is seeking a Customer Experience Associate to support initiatives that enhance customer service, retain clients and grow relationships. You will assist relationship managers and sales teams, address customer concerns and escalate issues per policy.

The role emphasizes listening to customers, resolving issues quickly, and delivering superior service in a fast-paced environment, with opportunities to improve processes and customer communications.

Qualifications

• Experience in customer service environment, inbound telephony.
• Desire to find ways to continually improve the service delivered to customers.
• Written communication skills; able to adapt your style.

Responsibilities

• Support initiatives which enhance customer experience and support increased sales, retention and expansion of client relationships.
• Assist revenue generating teams with servicing support for customers.
• Escalate customer complaints to senior management or regulatory bodies as appropriate.
• Listening to customers, understanding concerns, and agreeing the way forward.
• Keeping it simple for the customer, solving problems quickly and efficiently and delivering a fair outcome.
• Delivering Superior Customer Service at all times.

Skills

Customer service experience

Process improvement

Written communication

Telephone skills

Adaptability

Independent worker

Decision making

Stakeholder engagement

Customer centricity

Dynamic environment

Job description

HSBC in Manchester is seeking a Customer Experience Associate to support initiatives that enhance customer service, retain clients and grow relationships. You will assist relationship managers and sales teams, address customer concerns and escalate issues per policy.

The role emphasizes listening to customers, resolving issues quickly, and delivering superior service in a fast-paced environment, with opportunities to improve processes and customer communications.