Hsbc Team Manager Escalated Complaints
Current• Leading and empowering a team of Complaint Specialists to listen and understand our customers in order that they appropriately resolve complaints themselves.• Ensuring compliance with HSBC’s complaint handling procedures, FCA regulations and identifying risk.• Leading the drive for efficiencies within my team; driving up productivity through improved ways of working and supporting high performance enabling our people to thrive.• Removing barriers to ineffective working, finding ways to constantly improve performance against our KPIs - for us and for our customers.• Proactively building good working relationship with colleagues and our customers. Ensuring processes and approaches are efficient as well as customer focused. • Taking personal responsibility for driving the right outcomes when faced with challenges in a fast changing environment through effective coaching and motivation.
