Escalated Complaints Specialist - First-Contact Resolver

HSBC Group; Leeds; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

HSBC is recruiting for a GCB7 Complaints Specialist within Escalated Complaints to own and resolve customer complaints across inbound and outbound channels. You will provide clear outcomes to improve the customer journey and support colleagues in delivering superior service.

The role emphasizes listening, calm decision-making, and proactive issue resolution to get it right first time. The position supports Hybrid Working from HSBC Workspaces in locations including Leeds, with a commitment to

Qualifications

• Duties center on resolving inbound customer complaints and delivering outcomes.
• Strong communication across channels including telephone, email and chat.

Responsibilities

• Dealing with inbound customer complaints
• Listening to customers to understand concerns and agree on the way forward
• Solving problems quickly and efficiently to deliver good outcomes
• Influencing and owning the issue to ensure first-time resolution
• Managing workload and priorities under pressure
• Maintaining HSBC product and service knowledge
• Working across channels (inbound/outbound telephone, letters, email, chat)
• Operating within hybrid working arrangements (HSBC Workspace)

Skills

Customer service

Complaint handling

Communication skills

Decision making

Resilience

Job description

HSBC is recruiting for a GCB7 Complaints Specialist within Escalated Complaints to own and resolve customer complaints across inbound and outbound channels. You will provide clear outcomes to improve the customer journey and support colleagues in delivering superior service.

The role emphasizes listening, calm decision-making, and proactive issue resolution to get it right first time. The position supports Hybrid Working from HSBC Workspaces in locations including Leeds, with a commitment to