Customer Experience & Complaints Specialist

HSBC Group; Manchester; On-site; GBP 22,000 - 26,000; Full time

Job summary

HSBC Group in Manchester is seeking a Customer Experience Associate to support initiatives that enhance customer service and grow client relationships.

You will assist revenue teams, handle complaints escalations, listen to customers, and strive to resolve issues quickly while keeping communication clear and service-focused. This role emphasizes customer centricity, teamwork, and the ability to adapt in a dynamic banking environment.

Qualifications

• Experience in customer service or inbound telephony.
• Strong written communication skills.
• Ability to listen, address concerns and resolve issues.

Responsibilities

• Support initiatives which enhance customer experience and support increased sales, retention and expansion of client relationships.
• Assist revenue generating teams (such as Relationship Managers, Sales Managers, Portfolio Managers) with servicing support for customers.
• Ensure customer complaints are escalated to senior management or regulatory bodies or HSBC group as appropriate, in line with policies.
• 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.
• Being empowered and trusted to take responsibility, making decisions and using judgement to deliver a fair outcome.
• Being forward looking, preventing further issues by creating long term and innovative solutions.
• Delivering Superior Customer Service at all times; experience in customer service, inbound telephony.
• A desire to find ways to continually improve the service delivered to customers.
• Written communication skills, with experience of adapting your style.

Skills

Telephone skills

Adaptability

Self-awareness

Decision making

Job description

HSBC Group in Manchester is seeking a Customer Experience Associate to support initiatives that enhance customer service and grow client relationships.

You will assist revenue teams, handle complaints escalations, listen to customers, and strive to resolve issues quickly while keeping communication clear and service-focused. This role emphasizes customer centricity, teamwork, and the ability to adapt in a dynamic banking environment.