GTS Complaint Handler

HSBC Holdings plc; Manchester; Hybrid; GBP 26,000 - 36,000; Full time

Job summary

HSBC Holdings plc in the UK is seeking a GTS Complaint Handler to own complaints end-to-end, applying policy and judgement to deliver fair outcomes. You’ll gather information, explain actions in plain English, and drive improvements to prevent repeat issues.

This hybrid role, based in Birmingham, Manchester, or Worthing, requires empathy, strong communication, and the ability to balance customer needs with policy. You’ll collaborate with frontline colleagues to resolve cases efficiently.

Qualifications

• Essential: product knowledge in Receivables Finance and/or Core Trade and Guarantees.
• Strong customer-facing service experience and an appetite to improve the service we deliver to customers.

Responsibilities

• Own the case from start to finish: take responsibility for progressing each complaint, shaping the investigation and driving to a clear outcome.
• Deliver great customer outcomes: apply policy and judgement to reach fair, balanced decisions that are well-reasoned and clearly explained.
• Get the full picture: collaborate with frontline colleagues and wider teams to collect information, validate details, and understand what happened.
• Keep it simple for customers: explain what’s happening and what comes next in plain English, reduce effort for the customer, and build confidence through timely updates.
• Improve the bigger system: spot root causes and themes, share insights, and support long-term fixes that prevent repeat issues and strengthen service.
• Use empathy and clarity: listen to what customers are saying and how they’re feeling, then provide clear, reassuring explanations and confirm what matters most to them.

Skills

Customer service

Investigative skills

Decision making

Communication

Empathy

Time management

Collaboration

Job description

Additional Locations: Birmingham and Worthing

The GTS Complaint Handler role is a unique and rewarding opportunity, where you’ll manage a wide range of customer complaints and use your investigative skills and natural curiosity to understand what’s happened and put things right. You’ll see the impact firsthand: customers often thank us for the way we handle complaints, and the variety of cases keeps the work engaging and dynamic - helping you learn how different parts of the business fit together.

Working with our frontline colleagues and supporting the customer through their complaint journey, we’re looking to grow the team with people who are passionate, agile, curious, and keen to build their skills, experience, and knowledge while making a real difference to customer outcomes.

BLUF

: You’ll own complaints end-to-end, delivering gold-standard complaint handling and fair, balanced outcomes - working with colleagues to gather and review the right information, keep things simple for customers, and put things right.

In this role you will:

• Own the case from start to finish: take responsibility for progressing each complaint, shaping the investigation and driving to a clear outcome.
• Deliver great customer outcomes: apply policy and judgement to reach fair, balanced decisions that are well-reasoned and clearly explained.
• Get the full picture: collaborate with frontline colleagues and wider teams to collect information, validate details, and understand what happened.
• Keep it simple for customers: explain what’s happening and what comes next in plain English, reduce effort for the customer, and build confidence through timely updates.
• Improve the bigger system: spot root causes and themes, share insights, and support long-term fixes that prevent repeat issues and strengthen service.
• Use empathy and clarity: listen to what customers are saying and how they’re feeling, then provide clear, reassuring explanations and confirm what matters most to them.

This is a hybrid role which can be based in our offices in either Birmingham, Manchester or Worthing.

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

• Essential: product knowledge in Receivables Finance and/or Core Trade and Guarantees.
• A curious mindset with a drive to continuously improve the service we deliver to customers.
• Customer-facing experience in a service environment.
• Good written communication skills, with experience adapting your style for different audiences and situations.
• Excellent telephone manner and confident telephony skills, with a real passion for delivering an outstanding customer experience.
• Self-awareness and the confidence to work independently, while also demonstrating teamwork and collaborative working.
• The ability to act quickly when needed, consider different perspectives, make sound decisions, and take ownership of outcomes.

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, socio-economic background 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 contact the Recruiter.