Hybrid Complaint Investigator – End-to-End Resolution

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

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.