Customer Experience & Complaints Specialist

HSBC Holdings plc; Manchester; On-site; GBP 21,000 - 26,000; Full time

Job summary

HSBC Holdings plc in Manchester is seeking a Customer Experience professional to support customer service improvements, driving retention and sales through proactive servicing and relationship support. You will work with Relationship Managers and teams to address customer needs, escalate complaints when required, and deliver clear communication with customers, aiming for quick and fair resolutions.

The role emphasizes listening to customers, simplifying processes, and adopting innovative,

Qualifications

• Experience working in customer service environments, including inbound telephony.
• Desire to continually improve service delivered to customers.
• Strong written communication, ability to adapt style.

Responsibilities

• Support initiatives that enhance customer experience and help increase sales, retention, and client relationships.
• Assist revenue teams with servicing support for customers.
• Escalate customer complaints to senior management, regulatory bodies, or HSBC as appropriate.
• Listen to customers, understand their concerns, and work toward a clear way forward.
• Keep service simple, build customer confidence, and resolve issues quickly and fairly.
• Be empowered to take responsibility, make decisions, and deliver fair outcomes.

Skills

Excellent telephone manner

Flexible adaptability

Independent yet collaborative

Decision making under pressure

Job description

HSBC Holdings plc in Manchester is seeking a Customer Experience professional to support customer service improvements, driving retention and sales through proactive servicing and relationship support. You will work with Relationship Managers and teams to address customer needs, escalate complaints when required, and deliver clear communication with customers, aiming for quick and fair resolutions.

The role emphasizes listening to customers, simplifying processes, and adopting innovative,