Customer Resolution Specialist

HSBC Holdings plc; Leeds; On-site; GBP 26,000 - 35,000; Full time

Job summary

HSBC Holdings plc in Leeds is recruiting for a GCB7 Customer Resolution Specialist within Escalated Complaints to own and resolve customer complaints across inbound and outbound channels, including telephone, letter, email and chat, delivering clear outcomes and improving the customer journey.

You will handle complaints at first point of contact, use judgment to resolve issues quickly, influence outcomes, and contribute to a strong customer service culture while benefiting from HSBC development

Qualifications

• Telephone experience including strong objection handling skills.
• Previous customer facing experience across channels.
• Ability to work under pressure while adapting to change.
• Good judgement and decision-making skills.
• Ability to prioritise and manage own workload.
• Solid understanding of HSBC products and services.
• Experience communicating through multiple channels – phone, letters, email and chat.

Responsibilities

• Handle inbound customer complaints and resolve at first point of contact.
• Listen to customers and address concerns to agree the way forward.
• Keep explanations simple and build confidence by solving issues efficiently.
• Take ownership to influence and deliver a good outcome.
• Be empowered to make decisions and improve the customer journey.
• Look ahead to prevent further issues and deliver superior service.
• Communicate across channels including telephone, letter, email and chat.

Skills

Telephone experience

Customer facing

Resilience to change

Judgement skills

Workload management

Product knowledge

Multi-channel comms

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.

This role is being advertised within Escalated complaints where we have the responsibility to fully own and resolve customer complaints via a number of channels including both inbound and outbound resolutions. You will be responsible for providing outcomes with a clear objective to enhance the customer journey, support colleagues and increase our quality of complaint handling.

The GCB7 Customer Resolution Specialist role is within Escalated Complaints team, part of Financial Service & Complaint Handling within Customer Support

The successful candidate will be highly motivated, able to act on their own initiative and deal with issues as they arise. You will be responsible for resolving customer complaints at first point of contact. To ensure we get the right outcome, telephone contact with each customer is a priority. We have a dedicated inbound telephone line, where customers can be transferred to us as well as call us directly.Duties will involve being resourced onto our inbound line as well as dealing with complaints received via letter, email, and chat.

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

In this role, you will:

• Dealing with inbound customer complaints
• 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 problemsquickly and efficiently.
• Influencing and owning the issue to ensure successful resolution, getting it right first time
• Being empowered and trusted to take responsibility, making decisions and using judgement to deliver a good outcome.
• Being forward looking, preventing further issues by improving the customer journey
• Delivering Superior Customer Service at all times
• Pivoting to Customer demands
• Communicating through a variety of channels including telephone and written methods.

To be successful in this role you should meet the following requirements:

• Telephone experience including strong objection handling skills
• Previous customer facing experience.
• An ability to work under pressure whilst being resilient to change
• Strong judgement and decision-making skills
• An ability to manage and prioritise own workloads
• Good understanding of HSBC products and services
• Previous experience to communicate effectively using all channels – inbound & outbound telephone, letter, email and chat

Our operating window is currently Monday to Friday 8am to 6pm