Complaints Handler

Job description

Job description

Who is HSBC Innovation Banking?  

HSBC Innovation Banking is the power behind the UK’s forward-thinkers, future-makers, and leap-takers, helping them ignite the bold ideas that reshape our world. We offer flexible banking solutions for start-ups, scale-ups, growth businesses, investors and those working towards IPO typically within the technology and life science sectors.

Whether it’s comprehensive banking, managing cashflow, plans for buyouts or Strategic Fund Solutions, we power ideas at every stage of their journey. From the first-time founders to the funds that back them, and everything in between. We're proud to accelerate growth for our clients, create meaningful connections and communities, and open a world of global opportunity for entrepreneurs and investors alike.

Here’s to never standing still. Come and join us!

The team you’ll work with:

The role of the Complaint Handler is to ensure the accurate execution of the complaint process, which consists of; the logging and tracking of client complaints, escalation to expedite resolution, root cause trend analysis and building of awareness across the bank to ensure compliance to regulatory requirements. A Complaints Handler is the primary day to day point person in the UK for complaints and will work cases end to end collaboratively with functional partners across regions in order to raise awareness and ensure timely resolution for all complaints owned.

This role sits within the Complaints Ops team and reports to the Complaints Manager.

The value you’ll add
The Complaint Handler has to be able to demonstrate experience in the ability to identify and resolve client problems/issues, and product and service issues alongside building and nurturing client relationships.

 

What you can expect to be doing:

Day to day responsibility for logging and oversight of handling complaints received by HSBC Innovation Banking UK, in line with the FCA complaint handling guidelines.

Classification of complaints and determination of the ultimate resolution and subsequent communication in line with guidelines.

End to end ownership of complaints received into HSBC Innovation Banking UK.

Progressing complaints within FCA regulated timeframes.

Requirements

Substantial experience of complaint handling.

Experience in banking operations or a prior client facing role.

Where you’ll be based:
Our home office in Finsbury Square, London. We offer hybrid working to our employees, so you can flex between home and the office.

 
Equal Employment Opportunity
We know that some people may be put off from applying for a role if they don’t meet all elements of a job description. If you think you can make a difference to our business, then why not give us a try?
HSBC Innovation Banking is an equal opportunities employer. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, age, religion, sexual orientation, disability or neurodiversity.
If you’d like to apply for one of our roles and need adjustments made, please contact our Recruitment Helpdesk:
Email: hsbc.recruitment@hsbc.com