HSBC
Distribution Officer Contact Centre
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Distribution Officer – Contact Centre Operational Management
If you’re looking for an opportunity to be a key colleague in our customer facing business with the freedom to be creative and innovative and make things happen, join HSBC UK Distribution 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 UK Distribution offers opportunities, support and rewards that will take you further.
We are currently seeking an experienced individual to join this team in the role of Distribution Officer – Contact Centre Operational Management.
In this role you will;
- Take ownership of operational logistics planning, organisation and communications for Contact Centre business specific activity and events in line with Business Operating Rhythm getting it done through disciplined planning, clear priorities and pace.
- Be required to work effectively as a virtual team to pro-actively manage and contribute to a calendar of events and activities across distribution Contact Centre functions, succeeding together by collaborating across channels teams, sharing information and supporting colleagues to deliver shared outcomes.
- Take ownership of business information maintenance and collation linked to business continuity plans and colleague data reconciliation.
- Be responsible for the maintenance and updating of leader resources including Leader Standards / Operational Resources / Careers Hub / ERG resources making it easy for leaders to support their teams.
- Deliver active support across incident management cycles including logistics, planning, record keeping and communications by staying calm under pressure, maintaining strong governance and ensuring communications are clear, consistent and audience appropriate.
- Governance and support across contact centres around co-ordination of mandatory learning.
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Requirements
What do I need to be successful?
- Demonstrate excellent communication skills which will enable you to engage in effective communication through written, verbal and visual communication using platforms including workplace, teams, outlook and share point.
- The ability to take ownership of activities through to resolution, you will pride yourself on delivering a customer experience that exceeds expectations, delivering a personalised, professional and effective output of work.
- Be resilient to a continuously changing environment.
- Ability and confidence to engage across stakeholders to provide clear and concise input to shaping the future of Contact Centre Operational Management.
- Content to work in an ambiguous environment with the flexibility to work across multi channels and teams.
- Change advocate and highly motivated to understand, embrace and help shape future ways of working within Distribution Management delivery of activity.
- Excellent use of Microsoft Excel, PowerPoint and Word.
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Operating Hours:
In this role you will need to work across the hours of Monday to Friday 08:00 – 18:00, working 35 hours per week. This role is hybrid, and colleagues will be expected to work in a hybrid workstyle.
Colleagues will be expected to work in line with the agreed hybrid workstyle, balancing time between the workplace and remote working as appropriate for the role, team requirements, and operational needs.
In addition, the role offers flexibility to work from any UKCC Contact Centre site, enabling deployment across UKCC locations where required to support service delivery and capacity planning.
Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
For further information on building your career at HSBC, please visit: www.hsbc.com/careers
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