Ombudsman Relationship Manager (St Helier, JE, JE, JE1 1HS)

HSBC
Jersey
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementSkills: ["Communication","Independent work","Stakeholder management","Decision-making","Attention to detail"]

Own and manage complaints escalated to the Ombudsman within the Customer Experience and Service Recovery teams. Oversee day-to-day Ombudsman complaint submissions and ensure the right outcomes, while escalating appropriately and providing regular updates to senior executives. Liaise with business contacts to address ombudsman concerns and recommend improvements that streamline products, propositions, and services, supported by management information for informed decisions.

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FursaFursa
HSBC
HSBC
3 days ago

Ombudsman Relationship Manager (St Helier, JE, JE, JE1 1HS)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Own and manage complaints escalated to the Ombudsman within the Customer Experience and Service Recovery teams. Oversee day-to-day Ombudsman complaint submissions and ensure the right outcomes, while escalating appropriately and providing regular updates to senior executives. Liaise with business contacts to address ombudsman concerns and recommend improvements that streamline products, propositions, and services, supported by management information for informed decisions.
Location: Jersey
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Oversee the day-to-day management of Ombudsman complaints, completing submissions and agreeing the right outcomes.
  • •Interact with senior executives to ensure appropriate escalation and provide regular updates.
  • •Liaise with business contacts to obtain answers to ombudsman concerns and agree pragmatic solutions.
  • •Provide recommendations to improve and streamline products, propositions, and services.
  • •Update Management Information (MI) and gather information to support informed decision-making.

Pay and Benefits

Perks:Health InsuranceParental LeavePension

Key Requirements

  • •Experience working with customers directly and resolving issues.
  • •Excellent spoken and written communication skills with the ability to adapt to different audiences.
  • •Ability to work independently and manage a dynamic workload.
  • •Passion for customer centricity and applying a customer obsession approach.
  • •Proven decision-making, organisational skills, and attention to detail.
Experience:BankingFinancial services
Skills:CommunicationIndependent workStakeholder managementDecision-makingAttention to detail

Company Brief

HSBC
Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1865
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn