• 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.

Encouraging excellence through knowledge and trust. Creating a safe space for growth and development.

Supporting our most vulnerable customers face and cope with financial challenges. Embracing inclusion to help overcome difficulties. Using strong gut instinct to differentiate between those suffering from financial abuse and those causing it. Doing the right thing and putting things right.

Providing efficient and meticulous customer service via inbound proactive contact from customers and other stakeholders. Confident to embrace the speak up culture in order to maximise performance and improve customer outcomes.