Premier Banking Centre Lead – UK Contact Centre

HSBC; Birmingham; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Private healthcare (UK)

Enhanced maternity and adoption pay

Contributory pension scheme

Job summary

HSBC in Birmingham is seeking a Premier Banking Department Lead for the UK Contact Centre. You will coach and motivate a team to deliver outstanding customer service, manage high-risk journeys, and drive KPI performance while ensuring cost-effective operation across Distribution contact centres.

You will champion change, act as the voice of the customer, model HSBC values and behaviours, and promote a speak-up culture. The role requires a 35-hour week with hybrid working and weekend coverage.

Qualifications

• Proven managerial and leadership experience in a contact centre environment.
• Track record with strategy and aligning priorities to improve business effectiveness.
• Evidence of risk management principles and driving change.

Responsibilities

• Motivate and lead team to deliver outstanding customer service and resolve complex issues.
• Drive performance across KPI metrics and identify opportunities to improve customer outcomes.
• Create a coaching culture and ensure adherence to leadership standards.
• Oversee attendance and absence management and maintain operational delivery of the contact centre.
• Act as the voice of the customer to raise issues and champion journey improvements.
• Model HSBC values and embed a customer-first culture with an open, honest work environment.

Skills

Leadership experience

Contact centre management

Financial services knowledge

Shift management

Change management

Job description

HSBC in Birmingham is seeking a Premier Banking Department Lead for the UK Contact Centre. You will coach and motivate a team to deliver outstanding customer service, manage high-risk journeys, and drive KPI performance while ensuring cost-effective operation across Distribution contact centres.

You will champion change, act as the voice of the customer, model HSBC values and behaviours, and promote a speak-up culture. The role requires a 35-hour week with hybrid working and weekend coverage.