CCSS Representative 1

Why join us?

Build your career with an ever-growing, fast-paced, dynamic team. A team which lives by a “Speak Up” culture, who “works hard and plays hard”, values diversity, and wants you not just to stay but to want to come to work. Our leaders will spend time with you, invest in your development, and promote work–life balance.

What you’ll do:

Impact on the Business:

• Competent in handling a range of banking enquiries to successfully support customers 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.

Customers / Stakeholders:

• Adheres to and drives HSBC’s values and behaviors in every customer interaction, always doing what is right. Focusing on our customers’ 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, banking products, and services to help them manage their accounts. Always delivering open and honest communication by conveying information in simple and understandable ways to build customer relations. Taking personal responsibility for driving the right customer outcomes in a fast-paced and changing environment.

Leadership & Teamwork:

• 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 judgment to support customers. Demonstrates resilience to pressure and the challenges this brings while adapting to critical work demands with flexibility. Able to demonstrate an understanding of the risks associated with the role and responsibilities and the impact these have. Proactive desire for self-development in skills required to further support our customers and enhance their banking experience.

Operational Effectiveness & Control:

• Suggests ideas and contributes to implementing change to better support our customers. Responsible for own development and actively seeks ways to better their skills and capabilities. Adherence to documented policies and procedures while maintaining quality and compliance standards through the use of various support tools and escalation points. Promotes and encourages the highest level of customer service in every interaction. Ability to effectively manage work schedules well, by being ready and available to handle customers’ enquiries efficiently.