Senior Customer Service Manager

Some careers shine brighter than others.



Something new and exciting is happening at HSBC. We are separating our retail bank from our investment bank and creating HSBC UK, with a brand new state-of-the-art head office in Birmingham. The move is a big step, and will take us one step closer to achieving our ambition to be the bank of choice in the UK. However, the move to Birmingham doesn't just represent a new dawn for our business. It's also an exciting opportunity for ambitious professionals who are keen to get involved in a unique challenge and progress their careers. We're looking for individuals who are motivated to grow and shape the UK bank, and who will thrive in a flexible working culture within a dynamic and diverse office environment, making the most of what Birmingham has to offer.

The Senior Customer Service Manager role is based within the Customer Service function in UK RBWM Distribution.

The job holder will work alongside Customer Service & Service Recovery colleagues, Customer Experience, CVM and many other business areas to identify tangible opportunities to improve our customer service. They'll do this by helping set the standards and frameworks for providing customer service excellence, and work with colleagues across RBWM to support our goal of being the Bank of Choice for our customers.

The role holder will use a variety of customer service metrics and insights to help design and implement a UK bank-wide approach to achieving customer service excellence, with a particular focus on Network and UKCC.

Your responsibilities will include:

• To lead programmes of work to understand and drive customer service excellence.
• To use qualitative and quantitative analysis by building close working relationships with customers, product & proposition design teams, customer complaint teams and frontline staff, to gain insight into what really matters to our customers, to ensure their interests are protected and the service they receive is the best that it can be.
• To identify and understand the causes of service problems for customers and clearly identify the actions required to prevent & eliminate them.
• To identify and drive improvements in our ability to deliver the highest standards of customer service & act on customer feedback.
• To ensure interventions are in place to proactively drive customer service excellence and anticipate & prevent problems & where they occur.
• To manage and influence Senior Management and Business Partners across HBEU business areas to ensure recommendations are adequately resourced, effectively implemented, tracked for progress and reported to the relevant governance committees.

Qualifications

The ideal candidate for this role will have:

• A passion for Customer Service & the ability to role model & set exacting standards of customer service excellence.
• Relevant product and service knowledge including knowledge of understanding retail products and propositions and/or Network and UKCC channels.
• Experience working within a relevant service improvement environment i.e. managing business processes, or distribution experience
• Customer Journey mapping, Six Sigma experience
• A track record of delivering significant change which improves business effectiveness in sustainable ways
• 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

The base location for that role is 120 Edmund Street, Birmingham.

We are required by the Financial Services (Banking Reform) Act 2013 to create a ring-fenced bank in the UK by 1 January 2019. Entirely new from the ground up, HSBC UK's head office is opening in Birmingham. The location of this role will move to our new state of the art offices at 2 Arena Central during 2018.

At HSBC we look to enable our employees to better balance their work / life priorities and have the flexibility required to meet challenging needs as they progress through different life stages. Where possible we will consider the following flexible working options: part-time working, job sharing, term-time working, working from home and staggered hours. If in considering a role with HSBC you have a need for some flexibility in your working arrangements please discuss this with the recruitment team in the early stages of the application process.

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 actively encourage and welcome job share or flexible working applications.