Complaints Specialist

2 days ago

St Helier, United Kingdom HSBC Global Services Limited Full time

**Complaints Specialist, Jersey**

**Some careers shine brighter than others.**

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

As an HSBC employee in the Channel Islands and Isle of Man (CIIOM) you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all employees, enhanced parental and adoption pay and support when you return to work, and a non-contributory pension scheme with a generous employer contribution.

The role of the Customer Complaint Specialist is based within the Service Recovery Team in Jersey, Channel Islands and covers both Islands and Expat customers.

This is an exciting opportunity for a dynamic, energetic and passionate person. Collaborating with the business to champion the delivery of excellent customer service is key and includes reinforcing the importance of first point of contact handling resolution.

**In this role, you will**:

- Resolve customer complaints by listening to our customers, understand what they are saying, how they are feeling and work with them to address their concerns agreeing a resolution and way forward.
- Keeping it simple for the customer, build confidence by solving their problems quickly and effectively. Influencing and owning the issue to ensure successful resolution.
- Providing a high-quality service via written and verbal communication
- Empowered and trusted to take responsibility, making decisions and using judgement to deliver a fair outcome.
- Provide feedback when needed to colleagues across HSBC, to remove issues that cause customer complaints.
- Being forward thinking, preventing further issues and creating a long term and innovative solutions by working with product and proposition owners.

**To be successful in this role you should meet the following requirements**:

- The role holder must be a passionate advocate of customer needs and be Customer Obsessed in their role.
- Experience working in relevant environment/s, i.e. Customer Service, in-bound telephony, complaints knowledge is desirable but not essential.
- A desire to find ways to continually improve the service delivered to customers (both internal and external customers)
- High level of organisation, ability to prioritise work to meet multiple deadlines and be able to work flexibly to adjust to time critical requests.
- 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.
- Experience dealing with customer complaints and supporting others with successful complaint management

**You’ll achieve more when you join HSBC**

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.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:
Telephone: +44 207 832 8500

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