Scams / Fraud Customer Resolution Specialist - 12-month Secondment

HSBC Holdings plc; Birmingham; On-site; GBP 26,000 - 34,000; Full time

Job summary

HSBC Holdings plc is offering a 12‑month secondment in the Scams / Fraud Customer Resolution Specialist team in Birmingham, Leeds or Sheffield. The role focuses on resolving customer complaints across channels, with emphasis on telephone contact and clear written communication.

You’ll handle complaints at first contact when possible, demonstrate strong decision-making, and contribute to a fair and effective customer journey in a fast-paced environment.

Qualifications

• Experience handling telephone interactions with strong objection-handling skills.
• Ability to work under pressure and stay resilient in a changing environment.
• Strong judgment and sound decision-making skills.
• Ability to manage and prioritise workloads independently.
• Good understanding of HSBC products and services.
• Clear and effective communication across multiple channels (inbound/outbound calls, letters, email, chat).

Responsibilities

• Manage inbound customer complaints with professionalism and empathy.
• Listen to customers, understand concerns, and work to agree an appropriate way forward.
• Resolve issues quickly, efficiently and clearly to keep things simple for customers.
• Take ownership of each issue and use sound judgment to achieve a right-first-time resolution.
• Make informed decisions and deliver positive customer outcomes.
• Anticipate customer needs and identify opportunities to prevent recurring issues.
• Deliver superior customer service across all interactions.
• Adapt to changing customer needs and expectations.
• Communicate effectively via telephone and written correspondence.

Job description

GCB 7 | 12-month secondment | Birmingham, Leeds or Sheffield

If you’re looking to take an exciting new direction within 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.

This 12-month secondment in the Scams / Fraud Customer Resolution Specialist team offers the chance to make a meaningful difference to customers while strengthening your complaint-handling and decision-making expertise.

About the role

The Scams / Fraud Customer Resolution Specialist team sits within Customer Resolution Team. The team takes full ownership of customer complaints across multiple channels, working to deliver fair and effective outcomes while improving the overall customer journey.

As a Scams / Fraud Customer Resolution Specialist, you’ll resolve complaints at the first point of contact wherever possible. Telephone contact with customers is a key priority, supported by written communication through letters, emails and chat. You’ll listen carefully, understand the customer’s concerns and take ownership of finding the right resolution.

This role is ideal for someone who is customer-focused, resilient and confident making decisions in a fast-paced environment.

Your responsibilities will include:

• Managing inbound customer complaints with professionalism and empathy.
• Listening carefully to customers, understanding their concerns and emotions, and working with them to agree in an appropriate way forward.
• Keeping things simple for customers by resolving issues quickly, efficiently and clearly.
• Taking ownership of each issue, using sound judgement to achieve a successful resolution and getting it right first time wherever possible.
• Making informed decisions and taking responsibility for delivering positive customer outcomes.
• Anticipating customers’ needs and identifying opportunities to prevent recurring issues and improve the overall customer journey.
• Delivering superior customer service consistently across every interaction.
• Adapting flexibly to changing customer needs and expectations.
• Communicating effectively through a range of channels, including telephone and written correspondence.

Skills required:

• Experience handling telephone interactions, including strong objection-handling skills.
• The ability to work effectively under pressure and remain resilient in a changing environment.
• Strong judgement and sound decision-making skills.
• The ability to manage and prioritise workloads independently.
• A good understanding of HSBC products and services.
• The ability to communicate clearly and effectively across multiple channels, including inbound and outbound telephone, letters, email and chat.

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.