Customer Services - Premier Officer

Job description

The Premier Officer role is based within the Premier team within out customer contact Centre.

The role of the Premier Officer is to handle medium complexity customer contacts in a contact centre environment typically on multiple products and or propositions and has the required certifications to engage with customers across multiple segments (i.e. Personal Banking, Advance, Premier etc.).

The role holder will Provide high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible. They Listen to the customer and establishes needs to offer relevant products, services and solutions.

The role holder will take ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution.

The role holder will be responsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities.

Your responsibilities will include:
· Handles contacts with our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer's issues at first contact where possible.
· Delivers what is promised in line with customer expectations.
· Offers value added products and services based on customer needs analysis and ensures customer understanding of those products.
· Provides excellent customer service to medium complexity customer contacts.
· Keeps up to date on all training and relevant internal communications.
· Certified to handle multiple propositions (i.e. Personal Banking, Advance, Premier etc.). i.e. or multiple products (i.e. Loans, Mortgage, Core Banking, Cards).
· Generating customer loyalty through strong knowledge of key products and services.
· Owns and resolves issues and understands how and when to escalate.
· Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
· Individuals are responsible for their own effectiveness, development and results. People performing a sole transactional role or one of a more generalist nature.
· Support achievement of the HSBC vision, Values, goals and culture in personal behaviour, actions and decision making.
· Take 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.
· Contribute 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.
· Individuals are responsible for their own effectiveness, development and results. People performing a sole transactional role or one of a more generalist nature.
· Suggest ideas and contribute to implementing actions that will improve customer service, quality or the way teams and individuals work together.
· Adhere 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 monitor and gather information to assess potential impacts and identify possible risks and opportunities for the business.
· Apply policies, procedures, practices and standards to their allocated tasks, taking responsibility for their own actions, to ensure the achievement of high levels of quality, effective risk management and regulatory compliance.

Desired profile

The ideal candidate for this role will have:
·  Experience working in relevant environment/s, i.e. Banking or office environment
·  Past working experience in a relevant role, i.e. Customer Service
·  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
·  Consistently achieved objectives set for them and taken action to improve their own performance
·  Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered
·  Experience of creating and deploying comprehensive business/operating plans which consistently deliver desired results
The base location for this role is Isle of Man

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: Inbound calls, Outbound Calls, Customer Service, Isle of Man, Premier Officer