Disputes Advisor

HSBC Holdings plc; Chester; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

Job summary

HSBC Holdings plc in Chester is seeking a Disputes Telephony Advisor. Based in Chester with hybrid working, you will provide high-quality telephone support across card disputes and key Cards journeys, listening carefully and using sound judgement to help customers reach good outcomes.

Working independently and alongside your team, you'll balance excellent service with timely, efficient delivery. You will gather facts, follow procedures, support vulnerable customers and make timely decisions,

Qualifications

• Experience of working in a contact centre and excellent verbal communication skills.
• Strong questioning and fact-gathering skills.
• Confidence in supporting vulnerable customers and managing challenging conversations.
• The ability to use judgement and initiative to make timely decisions.
• An enthusiastic, collaborative approach and the ability to work independently.
• A willingness to challenge processes constructively and identify improvements is desirable.

Responsibilities

• Deliver clear, professional telephone support, gathering the facts needed to understand each customer's situation.
• Apply procedures, judgement and initiative to make timely, customer-focused decisions.
• Identify and support vulnerable customers, adapting your approach to their needs.
• Handle objections and complaints professionally.
• Work collaboratively in a fast-paced environment, balancing service quality and productivity.
• Develop your communication and handling skills and contribute ideas to improve processes.

Skills

Verbal communication

Questioning

Vulnerable customers support

Judgement and initiative

Independence

Process improvement

Job description

Grade GCB7 | Chester | Hybrid working

Help customers when it matters

Are you an experienced contact centre professional who enjoys helping customers and solving problems? Join HSBC as a Disputes Telephony Advisor, providing high-quality telephone support across card disputes and key Cards journeys. You'll listen carefully, ask the right questions and use sound judgement to help customers reach good outcomes. Working independently and alongside your team, you'll balance excellent service with timely, efficient delivery.

What you'll do

• Deliver clear, professional telephone support, gathering the facts needed to understand each customer's situation.
• Apply procedures, judgement and initiative to make timely, customer-focused decisions.
• Identify and support vulnerable customers, adapting your approach to their needs.
• Handle objections and complaints professionally.
• Work collaboratively in a fast-paced environment, balancing service quality and productivity.
• Develop your communication and handling skills and contribute ideas to improve processes.

What you'll bring

• Experience of working in a contact centre and excellent verbal communication skills.
• Strong questioning and fact-gathering skills.
• Confidence in supporting vulnerable customers and managing challenging conversations.
• The ability to use judgement and initiative to make timely decisions.
• An enthusiastic, collaborative approach and the ability to work independently.
• A willingness to challenge processes constructively and identify improvements is desirable.

Working arrangements

This role is based in Chester, with hybrid working and a minimum of 60% office attendance. The team currently operates Monday to Friday, between 8am and 6pm, on a three-week rolling shift pattern.

If you have queries or would like to connect with the Hiring Managers for more details, please join any of the belowDrop-in Sessions:

Friday 13th November 2pm - 2.45pm https://hsbc.zoom.us/j/91608173462?pwd=bWaczuRTN67LpRbt9PlI8nQBZz5psu.1&from=addon

Thursday 19th November 11am - 11.45am https://hsbc.zoom.us/j/92174686791?pwd=c7PWvxqGLlSaYDFkxQa9iXJZsq99p9.1&from=addon

Inclusive recruitment

HSBC is committed to an inclusive workplace and accessible recruitment and participates in the Disability Confident Scheme.

If you need adjustments during the recruitment process, please contact the Recruitment Helpdesk:

Email: [e-mail]

Telephone: [phone]