Complaints Specialist (Birmingham, GB, B1 1HQ)

HSBC
Leeds, Hamilton, Bristol, Sheffield
Workplace: HybridFull timeFunction: Data Analytics & Business IntelligenceSkills: ["Objection handling","Decision-making","Judgement","Communication","Resilience","Prioritization","Customer focus","Working independently"]

Own and resolve escalated customer complaints across multiple channels, including inbound/outbound telephone, letter, email, and chat. As part of the Customer Resolution Team within Customer Support, you’ll listen to customers, set clear outcomes, and make decisions to deliver resolution quickly and accurately. Prioritize first-contact resolution, handle objections, and help prevent repeat issues by improving the customer journey while delivering superior service Monday–Friday (8am–6pm).

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FursaFursa
HSBC
HSBC
15 hours ago

Complaints Specialist (Birmingham, GB, B1 1HQ)

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Last checked: 1 hour agoStatus: Live

Job Summary

Own and resolve escalated customer complaints across multiple channels, including inbound/outbound telephone, letter, email, and chat. As part of the Customer Resolution Team within Customer Support, you’ll listen to customers, set clear outcomes, and make decisions to deliver resolution quickly and accurately. Prioritize first-contact resolution, handle objections, and help prevent repeat issues by improving the customer journey while delivering superior service Monday–Friday (8am–6pm).
Location: Leeds, Hamilton, Bristol, Sheffield
Workplace: Hybrid
Employment Type: Full time
Job Function: Data Analytics & Business Intelligence

Key Responsibilities

  • •Fully own and resolve escalated customer complaints via multiple channels.
  • •Provide outcomes focused on enhancing the customer journey and increasing complaint-handling quality.
  • •Resolve customer complaints at first point of contact, with telephone contact prioritized.
  • •Listen to customers to understand concerns and agree the way forward.
  • •Prevent further issues by improving the customer journey and pivoting to customer demands.

Key Requirements

  • •Strong telephone experience, including objection handling skills.
  • •Ability to work under pressure, stay resilient to change, and manage your own workload.
  • •Strong judgement and decision-making skills to take responsibility and deliver a good outcome.
  • •Ability to communicate effectively across inbound and outbound telephone, letter, email, and chat.
  • •Good understanding of HSBC products and services.
Skills:Objection handlingDecision-makingJudgementCommunicationResiliencePrioritizationCustomer focusWorking independently

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