Handle customer complaints from first contact through to resolution, ensuring customers feel heard and supported.
Take ownership of cases, keeping customers updated and delivering clear, timely outcomes.
Apply judgement to make balanced, fair decisions and take accountability for the customer impact.
Escalate complaints appropriately to senior management, regulators or HSBC Group in line with internal guidance.
Contribute to customer experience improvements by identifying root causes and recommending practical fixes.

Experience in a customer service environment (including inbound telephony) and a strong commitment to service excellence.
Strong written communication skills, with the ability to tailor messaging to different audiences.
Confident telephone manner, good organisation skills, and the ability to work through ambiguity in a fast-moving environment.
A mindset of continuous improvement and openness to change.
Strong collaboration skills and the confidence to influence and challenge constructively when needed.
Customer Centricity and stakeholder management
Working responsibly and making sound decisions
Operating effectively in a dynamic environment
Influencing and challenging stakeholders appropriately

For further information on building your career at HSBC, please visit: www.hsbc.com/careers

21 permanent Call / Contact Centres jobs in West Bromwich, Sandwell