Senior Complaints Resolution Specialist (Hybrid)

HSBC; Birmingham; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

HSBC is advertising a GCB7 Complaints Specialist within the Escalated Complaints team of the Customer Resolution Team. You will own and resolve customer complaints via inbound/outbound channels, with a priority on telephone contact to achieve timely outcomes.

The role requires handling complaints from inbound calls, letters, emails and chat, while supporting colleagues and enhancing the customer journey in a hybrid working environment at HSBC Workspace locations including Birmingham.

Qualifications

• Experience handling inbound customer complaints by phone
• Ability to listen, understand and address customer concerns
• Strong judgment and decision-making ability
• Ability to work independently and prioritise workload
• Good understanding of HSBC products and services
• Excellent written and verbal communication across channels

Responsibilities

• Dealing with inbound customer complaints
• Listening to customers, understanding what they are saying, how they are feeling and work with them to address their concerns and agree the way forward
• Keeping it simple for the customer, building confidence by solving their problems quickly and efficiently
• Influencing and owning the issue to ensure successful resolution, getting it right first time
• Being empowered and trusted to take responsibility, making decisions and using judgement to deliver a good outcome
• Being forward looking, preventing further issues by improving the customer journey
• Delivering Superior Customer Service at all times
• Pivoting to Customer demands
• Communicating through a variety of channels including telephone and written methods

Skills

Telephone handling

Objection handling

Under pressure

Decision making

Work prioritisation

Customer product knowledge

Multichannel communication

Job description

HSBC is advertising a GCB7 Complaints Specialist within the Escalated Complaints team of the Customer Resolution Team. You will own and resolve customer complaints via inbound/outbound channels, with a priority on telephone contact to achieve timely outcomes.

The role requires handling complaints from inbound calls, letters, emails and chat, while supporting colleagues and enhancing the customer journey in a hybrid working environment at HSBC Workspace locations including Birmingham.