In my position as Engagement & Culture Officer, my main areas of focus are implementation of policy goals, reducing attrition, reducing absence, and increasing employee engagement. In this role I support the delivery of HR led projects, organise company events and am involved in decision making which helps implement the company's strategy. This role very much allowed over the course of the years an appreciation and firm understanding of the bank’s entire operations.

Upon promotion to this role, my main duties were to support clients who believe they were mis-sold PPI. The role involves helping clients navigate the process of filing complaints, submitting claims, decision making and negotiating compensation for any losses incurred due to mis-sold insurance products.

During my time as a Sales and Service Agent at HSBC, my main responsibilities included playing a crucial role in delivering exceptional customer service while driving sales. This role involved responding to customer inquiries via phone, and other digital channels, resolving issues, providing product information, and actively promoting HSBC's products and services whilst ensuring all GDPR and risk regulations are adhered to. I was expected to manage a high volume of customer interactions in a fast-paced, target-driven environment, focusing on achieving customer satisfaction.