Complaints Officer - Fixed Term Contract

Job description

The Complaints Officer role is to effectively investigate and respond to complaints received relating to service and administrative issues within Insurance Business Services (WIBS). The team is based within HSBC Life in Bristol.
 
The role of the Complaints Officer is to be responsible for dealing with complaint cases in accordance with HSBC service level agreements and Financial Conduct Authority guidelines.
 
Your responsibilities will include:
Dealing with complaint cases in accordance with HSBC service level agreements and Financial Conduct Authority guidelines
Ensure compliance with relevant internal complaints procedures and Financial Conduct Authority guidelines for complaint handling
Resolve complaints cases professionally, and to the complete satisfaction of the customer
Identify and report on risks, and escalate issues when necessary
Champion the Bank’s key ethos of ‘Treating Customers Fairly’, leading by example in providing fair, needs focused, informative and suitable services that meet customer expectations

Desired profile

The ideal candidate for this role will have:
Relevant product knowledge including: Life, Pensions and Investments
Experience working in relevant environment/s, i.e. Financial Services Industry
Experience of using relevant software packages, i.e. Word and Excel
Experience working in relevant environment/s, i.e. Complaints is desirable but not essential
Role relevant qualifications, i.e.
CF1, FA1, FA2 is desirable but not essential
Past working experience on relevant systems, i.e. Browser Main Menu, LifePen is desirable but not essential
A track record of gaining an understanding of customers' needs and delivering excellent customer service
A flexible and adaptable approach to change and will support others to respond in a similar way
Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered
Worked collaboratively with other colleagues, supporting them when possible
Experience of making timely and rational decisions, based on relevant information and experience
Experience of planning and prioritising their own time effectively, aware of their responsibilities and committed to delivering these efficiently
Experience of building effective customer relationships which create customer advocacy
The base location for this role is Bristol.
 
At HSBC we are open to different ideas and cultures, connected to our customers, communities and each other and dependable by doing the right thing. These are the values that guide us every day and we seek to recruit people who share these values. We are also committed to increasing opportunities for our employees to work flexibly and welcome job share or flexible working applications.
 
Key search words: Complaints, Officer, Bristol, Wealth and Insurance Business Services

About HSBC

HSBC est l’une des plus grandes banques internationales avec une présence dans plus de 85 pays dans le monde. Elle a été créée en 1865 sous le nom de « The Hongkong and Shanghai Banking Corporation », et son siège social est basé à Londres. En France, HSBC totalise environ 400 agences et près de 10 000 salariés, avec une spécialisation dans plusieurs activités : une banque pour les particuliers, spécialisées notamment dans la gestion de patrimoine, une banque privée (gestion de fortune), une banque d’entreprises, qui s’appuie sur le réseau de l’ensemble du groupe HSBC dans le monde, et une banque de financement, d’investissement et de marchés. En 2012, HSBC France a réalisé un résultat avant impôt de 450 millions d’euros.