The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV) we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.
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 Contact Centre Executive – UK.
Principal Responsibilities
Competent in handling a range of banking enquiries to successfully support a customer in their banking needs.
Handling inbound and outbound (where appropriate) customer interactions
Delivering a strong customer experience through each interaction demonstrating ownership to drive first call resolution.
Adheres and drives HSBC’s values and behaviors in every customer interaction always doing what is right.
Focusing on our customer’s current requirements while anticipating their changing future needs and priorities. Working hard to meet these needs which could include supporting them with access to online facilities and services to helping them manage their accounts.
Always delivering open and honest communication through the conveying of information in a simple and understandable ways to build customer relations.
Taking personal responsibility for driving the right customer outcomes in a fast paced and changing environment.
A genuine interest in customers and a passion for the service you provide.
Able to adapt to innovation and technological change to work smarter improve service and connect with our customers more sustainably
Embraces and implements change that will improve our business performance
Ability to follow established procedures and use personal judgement to support customers.
Demonstrates resilience to pressure and the challenge this brings while adapting to critical work demands with flexibility
Able to demonstrate an understating of the risks associated with role and responsibilities and the impact these have.
Proactive desire to self-development in skills required to further support our customers and better their banking experience.
Suggests ideas and contributes to implementing of change to better support our customers
Responsible for own development and actively seeks ways to better their own skills and capabilities
Adherence to documented policies and procedures whilst maintaining quality and compliance standards through use of various support tools and escalation points.
Promotes and encourages the highest level of customer service in every interaction.
Ability to effectively manage own working day by being ready and available to handle customers’ enquiries efficiently
Requirements
Fluent English is a Must
Must be flexible customer centric and have the ability to thrive in a team environment seeking feedback and open to development
Takes pride in delivering what is promised in line with the customer and service expectations taking ownership and helping to drive first contact resolution
Ability to work in a high-volume fast paced changing environment is required
Proficiency with personal computers and basic software packages and specialised applications
Excellent communication skills and is polite and friendly at all times
Equipped to deal with customer conversations by displaying patience and empathy
Ability to follow process and procedures to mitigate risk/errors
Must be competent to handle a set of core skills required for the role which include first direct core banking enquiries
Resilience in role will support the role holders in working in a busy work environment irrelevant of location.
Regular changes to procedures and advances in technology will regularly impact the role holder. Therefore, pro-activeness and ability to embrace change will ensure success.
A passion for continued learning will also support the role holder in their ability to gain stronger and better skills and capabilities.
Due to the urgent hiring need candidates with immediate right to work locally and no relocation need will be prioritised.
The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed and/or if relevant on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role.
You’ll achieve more at HSBC
HSBC is an equal opportunity employer committed to building a culture where all employees are valued respected and opinions count. We take pride in providing a workplace that fosters continuous professional development flexible working and opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of but not limited to their gender or genetic information sexual orientation ethnicity religion social status medical care leave requirements political affiliation people with disabilities color national origin veteran status, etc. We consider all applications based on merit and suitability to the role.”
Personal data held by the
Bank relating to employment applications will be used in accordance with our Privacy Statement which is available on our website.
Issued by HSBC Electronic Data Service Delivery (HEDS)***
Job Field: Call Centre
Primary Location: Middle East-Egypt-Egypt-Cairo
Schedule: Full-time
Type of Vacancy: Global vacancy
