Team Manager - 12 month Secondment

HSBC; Leeds; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading global bank is seeking a Team Manager within the Escalated Complaints team in Leeds. In this hybrid role, you will lead and coach your team to improve customer service and complaint resolution. The ideal candidate will have proven leadership experience and excellent communication skills. This position offers opportunities for professional development and a commitment to inclusivity.

Qualifications

• Proven experience of leading others and creating an inspiring environment.
• Excellent written and spoken communication skills.
• Desire to continually improve service delivery.

Responsibilities

• Lead and empower your team of Complaint Specialists.
• Ensure compliance with complaint handling procedures.
• Drive productivity through improved ways of working.

Skills

Leadership experience

Communication skills

Adaptability

Job description

If you’re looking to take an exciting new direction with 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. Bring your knowledge of our brand to a new role and grow yourself further.

Our Wealth and Personal Banking business supports millions of individuals, families, business owners, investors and entrepreneurs worldwide. We provide products and services that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management. We also have specialised relationship managers who support customers with bespoke requirements, including high net worth and ultra-high-net-worth.

Deeply rooted in the UK and providing a unique gateway to the world, we are investing in growth and innovation to make banking simple, safe and sustainable, and be the bank of choice for our customers, colleagues and communities through the generations. This is our shared ambition at HSBC UK.

The GCB6 Team Manager role is based within the Escalated Complaints team within Customer Support.

The role of the Team Manager is to be responsible for leading, coaching, motivating and developing a team in a complaint’s environment. Providing high quality support and decision making across a range of activities to ensure Customer Centricity is at the heart of everything we do.

A move across the business allows you to continue to access tailored professional development opportunities, and our fantastic benefits packages.

In this role, you will:

• Lead and empower your team of Complaint Specialists to listen and understand our customers and appropriately resolve complaints themselves and seek expertise.
• Ensure compliance with HSBC's complaint handling procedures and FCA regulations.
• Identifying and reporting on risks, and escalating issues when necessary.
• People leaders across HSBC are responsible for supporting high performance and enabling our people to thrive.
• Leading the drive for efficiencies within the team by driving up productivity through improved ways of working.
• Taking accountability for the performance of your team, using MI as appropriate.
• Constantly look for ways to improve performance, by seeking operational and service improvements. Harness staff ideas of how to improve how we work, look to remove barriers to ineffective working, and find ways to constantly improve performance against our KPIs – for us and for our customers.
• Build superb relationships with colleagues across the Frontline and UKCS structure so that the ‘system’ works better for everyone, and for our customers. This includes, proactively building good working relationships with teams where there are customer hand-offs, ensuring that processes and approaches are efficient as well as customer focused – and identify ways of improving what we do.
• Coach, motivate and lead your team to deliver excellent customer service in complaint handling.
• Takes personal responsibility for driving the right outcomes when faced with challenges in a fast-changing environment.
• Embeds HSBC values and good conduct in everyday actions and behaviors to consistently do the right thing.

The ideal candidate for this role will have:

• Leadership experience is essential. Proven experience of leading others and creating an environment that supports and inspires people to develop and deliver.
• Relevant product knowledge is desirable but not essential.
• A flexible and adaptable approach to change and will support others to respond in a similar way.
• A flexible and adaptable management style with experience of developing yourself and others.
• Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered.
• A desire and drive to find ways to continually improve the service delivered to our people and customers.
• Excellent written and spoken communication skills; an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences.
• Built effective networks across business areas, developing relationships based on mutual trust and encouraging others to do the same.
• Achieved targets and met expectations whilst supporting and encouraging others to do the same.
• Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered.

This is a Hybrid role based in either Birmingham, Leeds, Sheffield, Whiteley or Hamilton.

To support you with putting your best foot forward for our internal opportunities, you are invited to take advantage of our CV and Interview workshops, hosted by our Talent Acquisition team. To find out more and register to attend please copy and paste this link into your browser – https://performancemanager.successfactors.eu/sf/learning?destUrl=https%3a%2f%2fhsbcbank%2eplateau%2ecom%2flearning%2fuser%2fdeeplink%5fredirect%2ejsp%3flinkId%3dITEM%5fDETAILS%26componentID%3dLDXX1066V%2d000%2dENGBR%26componentTypeID%3dVILT%26revisionDate%3d1692279360000%26from%3dY&company=hsbcholdin

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, 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.

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