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SalarySome career choices have more impact than others.
We’re looking for progressive minds who are driven and forward-thinking, who are open to different ideas and cultures, who can connect with customers and colleagues and who’ll work with courageous integrity every day.
As an HSBC employee in Australia, you’ll have access to tailored professional development opportunities, competitive pay, an embedded flexible working culture and a range of employee benefits. These include market-leading subsidised private health cover, enhanced parental pay and support when returning to work, subsidised banking products and services and wellness programmes including discounted gym memberships.
Wealth and Personal Banking serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.
In this role, you will be responsible for leading, coaching, motivating and developing a team of Customer Relations Officers in an inbound and/or outbound high volume complaint environment servicing various HSBC customers, products and propositions.
Responsibilities:
- Management of the Complaint Handling Resolution framework for RBWM Australia, ensuring complaints are handled within regulatory guidelines.
- Ensure delivery of fair outcomes for our customers
- E2E complaint review, providing input into enhancing the customer experience based on data driven conclusions and insights.
- Work with internal and external stakeholders including regulators and the complaint authority (AFCA) and keep up to date with all regulatory requirements relevant to the role
- Leadership and management of the Customer Relations team to ensure that all complaints and customer feedback is handled in accordance with the internal and external complaint resolution framework
- Ensure all team members are sufficiently trained to carry out their duties in accordance with the expectations of Group policies and local regulatory requirements
- Manage and motivate the team through challenging conversations with front-line and customers
Requirements:
- Relevant tertiary qualification in related business field such as Marketing, Business, Commerce highly beneficial
- Significant experience in customer relations
- Ability to deal with customers in a highly efficient and effective manner
- Exceptionally strong communication, interpersonal and relationship building skills.
HSBC is committed to building a culture where all employees are valued and respected and where opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow in an inclusive environment. Applications from First Nations peoples are encourage.
Learn more about careers at HSBC Australia – https://www.hsbc.com/careers/where-we-hire/australia
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. Issued by HSBC Bank Australia Limited. Please note that HSBC will we never communicate to applicants via non HSBC channels such as SMS, WhatsApp or Facebook so please be careful if anyone attempts to contact you via these channels.
