Customer Service Advisor Social Media - secondment

If you're looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further.

We're currently seeking an experienced professional to join our team in the role of Customer Service Advisor - Social Media (6-month secondment).

You'll serve as the frontline of our brand on social media platforms, focusing on delivering exceptional customer care and community engagement. You'll be accountable for supporting customers through timely and empathetic interactions, driving brand advocacy and customer loyalty. This role plays an essential part in both resolving customer issues and proactive shaping our online community through proactive posting across our social media channels.

By leveraging social media capabilities, you'll create a cohesive and engaging digital environment that puts customers at the heart of everything we do, driving the growth of our social media channels in an impactful way.

A move across the business allows you to continue to access tailored professional development opportunities, and our fantastic benefits packages.

In this role you will:

• Deliver best in industry quality and service across all customer channels including outbound calling and live chat, supporting our long term strategic goals
• Support and develop working partnerships with key individuals and teams to deliver as one team against our strategic priorities
• Identify risks and issues within your role and elevate/report where required ensuring actions can be taken to mitigate identified risks - maintaining and delivering adherence to all relevant controls
• Operate with an entrepreneurial spirit, thinking like a customer and acting like a business owner to support sustainable growth with particular focus on strategic growth priorities
• Support our Distribution strategy around customer education and the promotion of digital services via all customer contact points, driving enhanced customer experiences through the Digital Service Model whilst promoting the use of new emerging channels

To be successful in this role you should meet the following requirements:

• Recent customer facing experience within HSBC Personal banking and have a working knowledge of systems and processes
• A demonstrable ability in effective complaints handling and resolution
• Exemplary verbal and written communication skills
• A proven track record in delivering outstanding customer service, always displaying empathy
• A background of effective problem solving with excellent attention to detail

Working hours are on an 8 week shift rota basis within the department hours of 6am and 10pm, Monday to Sunday.

To support you with putting your best foot forward for our internal opportunities, you are invited to take advantage of our CV and Interview workshops, hosted by our Talent Acquisition team. To find out more and register to attend please click this link.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we're dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

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