Executive Complaints Support Officer

HSBC; Birmingham; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A major financial institution is seeking an Executive Complaints Support Officer in Birmingham, offering a hybrid work environment. The role involves managing complaints, stakeholder engagement, and administrative tasks. Ideal candidates should have experience handling complaints, strong communication skills, and a team-oriented mindset. Opportunities for professional development and a supportive work culture are provided.

Benefits

Professional development opportunities

Fantastic benefits packages

Qualifications

• Previous experience in a complaints role or dealing with challenging customers.
• Strong administrative and prioritisation skills; adaptability to change is essential.
• Ability to communicate effectively at all levels.

Responsibilities

• Identify cases that could cause reputation risk.
• Build effective relationships with key stakeholders.
• Process and log daily Executive Complaints work.

Skills

Complaints handling

Administrative skills

Stakeholder engagement

Communication

Team collaboration

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.

The GCB7 Executive Complaints Support Officer is based within the Executive Complaints Team.

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:

• Quickly identify and refer to Executive Complaint management any cases that could cause reputation risk.
• Build effective relationships with key stakeholders throughout the business.
• Identify areas of potential process improvement within Executive Complaints workflows.
• Efficiently process and log the daily Executive Complaints work.
• Efficiently handle straightforward customer complaints and enquiries.

• Build and maintain effective relationships with HSBC Group stakeholders through management of HSBC Group Complaints.
• Management of team administrative tasks including holidays, expenses, purchasing, engagement activities, and planning schedules.
• Complete any additional administrative responsibilities of the Executive Complaints Team.

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

• Previous experience in a complaints role or dealing with challenging customers
• Strong administrative and prioritisation skills, must be able to adapt easily to change
• Previous stakeholder engagement/management skills with the ability to communicate at all levels.
• Be a strong team player and look at ways to continually improve current processes.
• Excellent communication skills are essential

This is a Hybrid role based in Birmingham, Edinburgh, Leeds, Sheffield or Chester

Should you wish to understand more about this role, please drop in to one of our drop‑in sessions as per below dates and times.

3rd Dec at 9.30am - https://hsbc.zoom.us/j/91823370279?pwd=INCsJzaTovbOexs5y7X5pfsIJ7W8fz.1&from=addon

3rd Dec at 2pm - https://hsbc.zoom.us/j/93534464554?pwd=TQeC9kT7vRk770iInsYKw2BL7AxCMi.1&from=addon

If you are an external contractor please click here (https://example.com).

To support you with putting your best foot forward for our internal opportunities, you are invited to take advantage of our CV and Interview workshops, hosted by our Talent Acquisition team. To find out more and register to attend please copy and paste this link into your browser - https://performancemanager.successfactors.eu/sf/learning?destUrl=https%3a%2f%2fhsbcbank%2eplateau%2ecom%2flearning%2fuser%2fdeeplink%5fredirect%2ejsp%3flinkId%3dITEM%5fDETAILS%26componentID%3dLDXX1066V%2d000%2dENGBR%26componentTypeID%3dVILT%26revisionDate%3d1692279360000%26targetStudentSysGUID%3d%26actingAs%3d%26fromSF%3dY&company=hsbcholdin

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

Telephone: [phone]