Escalated Complaints Resolution Specialist

HSBC Group; Birmingham; Hybrid; GBP 28,000 - 34,000; Full time

Job summary

HSBC Group is seeking a Complaints Specialist to own escalated customer issues and resolve them across inbound and outbound channels. You will engage customers by phone, email and chat, aiming for the right outcome and improving the overall journey.

The role is hybrid and located in the UK with openings across multiple sites. You will handle inquiries with empathy, apply sound judgement, and work to resolve complex cases while supporting colleagues in a fast-paced environment.

Qualifications

• Experience handling customer complaints across multiple channels.
• Ability to listen to customers and resolve issues at first contact.
• Strong judgement and decision-making skills to deliver the right outcome.

Responsibilities

• Deal with inbound customer complaints.
• Listen to customers and address concerns to agree the way forward.
• Keep communications simple and build confidence by solving problems quickly.
• Influence and own issues to ensure successful resolution at first contact.
• Operate across phone, letter, email and chat channels.
• Work under pressure while remaining resilient to change.
• Prioritise own workload and manage time effectively.
• Have good understanding of HSBC products and services.

Skills

Communication skills

Phone etiquette

Objection handling

Multichannel communication

Resilience under pressure

Decision making

Tools

CRM systems

Email/chat tools

Job description

HSBC Group is seeking a Complaints Specialist to own escalated customer issues and resolve them across inbound and outbound channels. You will engage customers by phone, email and chat, aiming for the right outcome and improving the overall journey.

The role is hybrid and located in the UK with openings across multiple sites. You will handle inquiries with empathy, apply sound judgement, and work to resolve complex cases while supporting colleagues in a fast-paced environment.