Customer Service/ Customer Advocate PPI - Edinburgh

Job description

The Customer Advocate PPI role is based within Edinburgh Contact Centre.

This role offers an attractive reward package with a discretionary performance bonus, flexible benefits, pension and employee discounts. Starting salary £16,947

The PPI Customer Advocate role is based within our Complaints Centre of Excellence in Edinburgh and has both customer facing and administration elements to the role. You will be responsible for delivering a superior customer experience, rebuilding trust and developing relationships to raise our reputation and drive future growth. You will be investigating customer PPI complaints and queries within an agreed timeframe, taking on the ownership for the investigation and resolution of the complaint whilst maintaining quality compliance and achieving individual targets and goals. You will need to use your judgement to consider the complaint objectively on behalf of the bank, the customer and within FCA guidelines, keeping your customer updated at all times which will include written/verbal communications and outbound telephone calling to verify information.

HSBC is a global brand and this is an excellent opportunity to work in a fast paced environment, progress your career and grow your customer service and administration skills within our busy and dynamic contact centre.

Your responsibilities will include:

·  Investigating PPI claims and making a decision on whether the case is upheld or rejected in accordance with FCA guidelines – this can involve some out bound calling to clarify customer information
·  Delivering a superior customer service at all times by building relationships based on trust and integrity
·  Using your judgement to consider complaints objectively on behalf of the bank and customer
·  Listening to customers to understand their needs and working with them to address their concerns and agree the appropriate solution
·  Using relevant systems to accurately record information for monitoring and improvement purposes
·  Writing bespoke final response letters to customers
·  Being compliant with the regulations and procedures that govern our business and products

Desired profile

The ideal candidate for this role will have:

·  Experience in a relevant environment, i.e. Customer Services/PPI / Contact centre/ Complaints/Retail
·  A track record of gaining an understanding of customers' needs and delivering excellent customer service
·  Strong professional communication skills both oral and written
· 
Ability to independently make own decisions as well as following procedures set out by the business

·  Consistently achieved objectives set for them and taken action to improve on their own performance
·  Experience of working with rules and regulations
·  Experience of making timely and informed decisions
·  Flexibility and open to change and innovation
·  Proficient key board skills

In addition to the above, the ideal candidate will be able to work collaboratively with others, establish customer needs quickly, be self-motivated and open to change, resilient, naturally empathetic, and have the ability to take responsibility for actions, whilst working with minimal supervision.

The base location for this role is Edinburgh.

At HSBC we are open to different ideas and cultures, connected to our customers, communities and each other and dependable, we do the right thing. These are the values that guide us every day. We seek to recruit people who share these values and will help us to sustain them.

Key search words: Edinburgh, PPI, Customer Advocate