Hybrid Complaints & Customer Resolution Specialist

HSBC Holdings plc; Birmingham; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

HSBC Holdings plc in the United Kingdom is seeking a Complaints Specialist to own and resolve customer complaints across multiple channels with a clear focus on improving the customer journey.

The role sits within Escalated Complaints, part of the Customer Resolution Team in Customer Support. You will handle inbound lines and complaints received by letter, email and chat, ensuring accurate, timely outcomes at first contact.

Qualifications

• Telephone experience and strong objection handling skills.
• Ability to work under pressure while adapting to change.
• Strong judgement and decision-making skills.
• Ability to manage and prioritise own workloads.
• Good understanding of HSBC products and services.
• Effective communication across channels – inbound & outbound telephone, letter, email and chat.

Responsibilities

• Dealing with inbound customer complaints.
• Listening to customers, understanding their concerns and agreeing the way forward.
• Keeping it simple for the customer and resolving efficiently.
• Influencing and owning the issue to ensure a right-first-time resolution.
• Being empowered to take responsibility and make trusted decisions.
• Improving the customer journey to prevent future issues.
• Delivering superior customer service across channels.

Skills

Telephone experience

Resilience under pressure

Judgement and decision-making

Workload prioritisation

Product and services understanding

Effective multi-channel communication

Job description

HSBC Holdings plc in the United Kingdom is seeking a Complaints Specialist to own and resolve customer complaints across multiple channels with a clear focus on improving the customer journey.

The role sits within Escalated Complaints, part of the Customer Resolution Team in Customer Support. You will handle inbound lines and complaints received by letter, email and chat, ensuring accurate, timely outcomes at first contact.