Complaint Handlers

Job description

Something new and exciting is happening at HSBC. We are separating our retail bank from our investment bank and creating HSBC UK, with a brand new state-of-the-art head office in Birmingham. The move is a big step, and will take us one step closer to achieving our ambition to be the bank of choice in the UK. However, the move to Birmingham doesn't just represent a new dawn for our business. It's also an exciting opportunity for ambitious professionals who are keen to get involved in a unique challenge and progress their careers. We're looking for individuals who are motivated to grow and shape the UK bank, and who will thrive in a flexible working culture within a dynamic and diverse office environment, making the most of what Birmingham has to offer.

The Complaint Handlers role is within HSBC's Financial Ombudsman Service Liaison Team in Service Recovery.

The role holder will be responsible for the day to day management of all complaints escalated to the Financial Ombudsman Service, compiling substantive and accurate submissions, managing ongoing case work dialogue with Financial Ombudsman Service (FOS), ensuring the right outcome is achieved.

The role holder is expected to influence efficiency and effectiveness of customer's interactions with HSBC, hence reducing the volume, repetition and severity of complaints.
Job holder will be also responsible for acting as a Subject Matter Expert (SME) for colleagues across the business to support frontline in decision making.

Your responsibilities will include:
· Investigating to resolve complaints
· Providing executive complaints and systematic personalised answers
· Central and exhaustive logs in Complaint dedicated IT system (RSC) with exhaustive audit trail
· Taking part in monthly quality INFR meeting, weekly or on demand Mis-selling Committee
· Delivering fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
· Being responsible for their effectiveness, development and results.
· Being Specialist and Subject Matter Experts, where matrix management and understanding of Group strategy is expected.
· Supporting achievement of the HSBC vision, Values, goals and culture in personal behaviour, actions and decision making.
· Taking personal responsibility for understanding and agreeing performance expectations, completing the necessary mandatory training and developing the levels of capability and competence needed to be effective in the role.
· Contributing to team development, effectiveness and success by sharing knowledge and good practice, working collaboratively with others to create a productive, diverse and supportive working environment.
· Suggesting ideas and contributing to implementing actions that will improve customer service, quality or the way teams and individuals work together.
· Adhering to HSBC policy, procedures and control requirements applicable to day-to-day working, exceptional and project activities, and raise any concerns about actual or potential issues promptly, in line with reporting and escalation procedures.
· Continuously monitoring and gathering information to assess potential impacts and identify possible risks and opportunities for the business.
· Applying policies, procedures, practices and standards to their allocated tasks
· Ensuring the achievement of high levels of quality, effective risk management and regulatory compliance.

Desired profile

The ideal candidate for this role will have:
·  Proven experience of leading the delivery of an excellent customer service and proactively look for innovative ways to improve the service delivered to customers
·  Flexible and adaptable approach to change and will support others to respond in a similar way
·  Proven experience of motivating others to deliver exceptional performance and long terms results
·  Excellent written and spoken communication skills; an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences
·  Contributed productively to team objectives, sometimes supporting and sometimes leading activities to achieve shared goals
·  Track record of making complex business decisions with authority, even in times of ambiguity, considering the potential long term risks and implications
·  Experience of creating and deploying comprehensive business/operating plans which consistently deliver desired results

The base location for this role is 120 Edmund Street, Birmingham

We are required by the Financial Services (Banking Reform) Act 2013 to create a ring-fenced bank in the UK by 1 January 2019. Entirely new from the ground up, HSBC UK's head office is opening in Birmingham. The location of this role will move to our new state of the art offices at 2 Arena Central during 2018.

At HSBC we look to enable our employees to better balance their work / life priorities and have the flexibility required to meet challenging needs as they progress through different life stages. Where possible we will consider the following flexible working options: part-time working, job sharing, term-time working, working from home and staggered hours. If in considering a role with HSBC you have a need for some flexibility in your working arrangements please discuss this with the recruitment team in the early stages of the application process.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

Key search words: Financial Ombudsman Service Liaison Team, Customer service, complaints, Case management, Servcie Recovery