Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of UKCS Agent

Principal responsibilities

Impact on the Business

Answers (or makes) phone calls from our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer’s issues at first contact where possible.Delivers what is promised in line with customer expectationsOffers value added products and services based on customer needs analysis and ensures customer understanding of those products

Customers / Stakeholders

Provides excellent customer service to basic inbound customer calls by keeping up to date on training and internal communicationsGenerating customer loyalty through strong knowledge of key products and servicesOwns and resolves issues and understands how and when to escalate

Leadership Teamwork

Acts as a role model for our Group Values and Behaviours (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these valuesValues diversity amongst team

Operational Effectiveness Control

Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres Maintains HSBC internal control standards Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres