Wealth Complaints Manager (Qualified To Qcf Level 4 Or Eqv.)

Job description

The Wealth Complaints Manager (Qualified to QCF Level 4 or eqv.) role is based within the Wealth Complaints team, forming part of the Business Performance department which spans multiple locations and functions across the UK.
 
The role of the Wealth Complaints Manager is to provide a high quality service to the Bank’s complaint handling process with regards to Wealth products.
 
Candidates are attracted to this department by the culture and environment within Wealth Complaints and the key element of customer focus within this department.  The progression path for this role open up doors internally within various departments of the Business Performance areas due to the nature of the role and the key qualifications required to undertake the role. 
 
Your responsibilities will include:

Effective investigation of customer complaints regarding Wealth products, predominantly Investment and Pension cases
Providing a high quality service (mostly via written correspondence) to the Bank’s complaint handling process.
Liaising with appropriate Departments to seek guidance on procedures or specific issues
Ensuring adherence to regulatory requirements and internal controls
Ensuring that departmental quality and processing KPIs are met.
Liaising with customers regarding the investigation of their complaint regarding the mis-sale of products

Desired profile

The ideal candidate for this role will have:

Role relevant qualifications, i.e. Level 4 Diploma in Financial Planning or QCF Level 4 or equivalent to the CII board.
Experience working in relevant environment/s, i.e. financial environment and within a similar role 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
Achieved targets and met expectations whilst supporting and encouraging others to do the same
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
Built effective networks across business areas, developing relationships based on mutual trust and encouraging others to do the same
Experience of making prompt and practical business decision, even in times of ambiguity, considering various perspectives and taking responsibility for outcomes
The base location for this role is Mitchell Way, Southampton.
 
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, Wealth Complaints, customer service, Southampton Mitchell Way, RBWM, Business Performance, Investments, Pensions

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.