HSBC Group

If you’re looking to take an exciting new direction with your career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills. Bring your knowledge to a new role and grow yourself further. 

The first direct Customer care team has been building momentum since coming together as a new department in May 2021. The department was initially set up as a support function for our acutely vulnerable customer base, mainly with a view to help and support their day-to-day banking & transactional needs, as well as complex banking enquires that require a more human and understanding approach to resolve. We are focused on protecting both our customers and the bank, and this will frequently involve holding complex and difficult conversations with our customers to understand how we can fully support their banking needs.

This rewarding opportunity allows for real job satisfaction through supporting our most vulnerable customers. 

An internal move allows you to continue to access tailored professional development opportunities, and our fantastic benefits packages.

In this role you will:

•    Take ownership of high complexity customer queries, often supporting our financially vulnerable customers
•    Handle calls on our Bereavement line, POA line and core frontline calls – all through a blended line
•    Deliver an exceptional customer service whilst maintaining consistently high standards
•     Confidently handle elements of case management and risk management – making decisions to achieve the best possible outcome
•     Proactively introduce our customers to our digital channels to support self-service where appropriate

To be successful in this role you should meet the following requirements:

•     Be a confident and adaptable communicator, comfortable holding difficult conversations, able to overcome objections and to influence and challenge where appropriate
•    Have sound judgement, being able to solve problems and make decisions whilst under pressure in a fast paced environment
•     Employ empathy and understanding when necessary to deliver an exceptional customer service
•    Take ownership of your work, being motivated to achieve satisfactory outcomes

This role is based in Leeds / Hamilton.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.

We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse.

If you’d like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com
Telephone: +44 207 832 8500.

You can find out more about the recruitment journey and what to expect by viewing our Recruitment Process FAQs in HR Direct and by clicking here (only available via internal access).