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Complaints Handler

4 weeks ago

Birmingham, United Kingdom HSBC Full time

Some careers prize diversity more than others.

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.

Global Trade and Receivables Finance comprises over 4,500 people across more than 60 countries, helping suppliers and buyers with their export and import finance needs. Trade is where HSBC began in 1865, when we financed commerce between Europe, North America and Asia.

We are currently seeking an experienced individual to join this team in the role of Complaints Handler.

By listening to our customers, understanding what they are saying and how they are feeling, you will resolve or mutually agree the way forward with their complaint. You will act as a role model for delivering ‘Superior Customer Service’. You will use your ability to build long term trust and develop relationships with our customers to raise our reputation, drive recommendations and deliver future growth. You will resolve complex complaints, and work collaboratively with key business stakeholders whilst sharing best practice and providing support to colleagues.

The base location of this role is Worthing operating a Hybrid working model.

In this role, you will:

• Demonstrate ownership, care and a commonsense approach in all dealings with customers, building trust and developing the customer relationship
• Deliver superior customer service at all times, ensuring the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation. 
• Use judgment, knowledge & experience to work with the customer and the business to agree the best way forward.
• Build and maintain good working relationships with stakeholders both HSBC to proactively seek their expertise when needed to resolve complaints
• Act on all opportunities to share learning in the course of complaints resolution and understand the root cause of the complaint.
• Resolve issues within SLAs and in accordance with HSBC, FCA, UK Finance complaint handling procedures/requirements.
• Reporting of operational losses and Data Protection breaches

Requirements

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

• Effective Communication - Discuss detail and seek opinion from peers and senior management.
• Previous experience within a Complaints Handling role within Finance Services 
• Keen to deliver outstanding customer service; experience of client facing roles
• Ability to challenge the current processes and operations through the use of influencing and negotiating skills with a strong attention to detail.
• An ability to think through, problem solve, prioritise, plan and handle situations strategically using common sense 
• High quality interpersonal skills with excellent written, oral and presentation skills
• Collaborative approach to working
• Use systems accurately to effectively capture MI for monitoring and improvement purposes.
• Ability to deliver difficult messages and remain calm under pressure

Continue to grow with our internal opportunities.

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. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.

We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse.

If you’d like to apply for one of our roles and need adjustments made, please get in touch with our

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