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Join HSBC: A Career with Opportunities and Support
If you’re looking for a career that will help you stand out, join HSBC, and fulfil your potential - whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
About the Role
The first direct Customer Care team 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 enquiries that require a more human and understanding approach to resolve. This role has evolved and you will also handle calls on our Bereavement and POA line, plus take core frontline calls. 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 them.
This rewarding opportunity allows for real job satisfaction through supporting our customers when they need us most.
Responsibilities
In this role you will:
- Take ownership of high complexity customer queries, supporting our financially vulnerable customer line.
- Also handle calls on our Bereavement line, POA line and take 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.
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Requirements
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 exceptional customer service.
- Take ownership of your work, being motivated to achieve satisfactory outcomes.
Location
This role is based in Leeds / Maxim.
Diversity and Inclusion
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 - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long-term conditions or neurodivergent candidates who meet the minimum criteria for the role.
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Accommodations
If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:
- Email: hsbc.recruitment@hsbc.com
- Telephone: +44 207 832 8500
Benefits
As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.
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