Complaints Handler Secondment

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.

We are currently seeking an experienced professional to join our team in the role of Complaints Handler for a period of 12 months.

You will embed customer service management procedures, processes and reporting solutions with the aim of improving our customer service provision.

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

• Drive initiatives that enhance customer experience and contribute to increased revenue, client retention, and relationship growth
• Champion continuous improvement across areas such as staff development, customer communications, and internal processes
• Provide servicing support to revenue-generating teams, including Relationship Managers, Sales Managers, and Portfolio Managers
• Ensure customer complaints are escalated appropriately to senior management, regulatory bodies, or the HSBC Group, in accordance with policy
• Actively listen to customers, understand their perspectives, and collaborate to address concerns and agree on solutions, and consistently deliver superior customer service
• Simplify processes for customers, resolve issues promptly, and build trust through effective problem-solving and ownership
• Exercise sound judgement and take responsibility to deliver good customer outcomes
• Proactively identify and implement long‑term, innovative solutions to prevent future issues

• Have experience in relevant environments such as customer service and telephony, both inbound and outbound
• Commitment to continuously enhancing customer service delivery
• Strong written communication skills, with the ability to adapt style as required
• An open, flexible and supportive approach to change and innovation
• Self‑awareness with confidence to work independently whilst demonstrating teamwork / collaborative working.
• The ability to act quickly in the right situation, make the correct decision after considering various perspectives and take responsibility for outcomes
• Strong stakeholder relationship skills
• Ability to proactively manage conflicting priorities

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 click this link.

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.

Ifyouhaveaneedthatrequiresaccommodationsor changes duringtherecruitmentprocess, please get in touch with our Recruitment Helpdesk:

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