Escalated Complaints 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

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