Distribution Officer Development

This role is Full Time, 35 hours (although we are open to job shares equivalent to these hours) and will be based within the following areas:

100% office based from Birmingham or Leeds offices

We will be recruiting both permanent and secondment opportunities. If you wish to be considered for a permanent opportunity, please apply to requisition ID 23662 here:

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.

Our Wealth and Personal Banking business supports millions of individuals, families, business owners, investors and entrepreneurs worldwide. We provide products and services that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management. We also have specialised relationship managers who support customers with bespoke requirements, including high net worth and ultra-high-net-worth clients.

Working patterns will be between 6am and 11pm Monday to Sunday to be agreed locally with your Team Manager. Flexibility is required as there will be some evening and weekend working required.

The bulk of training will be 9-5 Monday - Friday however key time shifts will occasionally fall outside this window where support will be required so the ability to work flexibly around the operating window to accommodate courses is also required.

Reporting to the Academy Manager, the Distribution Officer - Development role will allow us to build a portfolio career for the successful candidates, by covering a wide range of skills that are included within the role.

The three main elements of the role include, Telephony, Facilitation of Training and Peer Coaching.

Core responsibilities

• You will work in a fast-paced environment, flexing your skills to support our new to bank agents with customer telephone calls and existing staff with upskilling / coaching needs.
• You will be a role model for outstanding customer service by taking ownership of customer enquiries and supporting and resolving the query, being able to adapt at short notice to flex to the work being completed (whether this is pivoting to customers or coaching)
• Essentially you should have the ability and versatility to utilize your skills as needed to meet business demand via telephony, support, and coaching and be focused on delivering quality learning, coaching, development and support to our employees at the front line.

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

Key duties in this role

• Instilling a strong customer-centric culture and making sure everyone stays focused on what really matters: helping our customers with their personal banking needs
• Coaching and supporting individuals to achieve their performance goals
• Supporting individuals with queries and building their knowledge around complex issues. Providing constructive feedback and supporting individuals to improve and learn
• Working closely with Academy Managers to ensure that best practice is shared and delivery of support to agents completing upskill training and established agents within the business
• Create an environment of nurture and face to face support for new to business agents taking their first live calls
• Helping each member of your team with their personal and professional development, listening to them, guiding them through hard times and celebrating their successes

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

• Have an excellent background in, and be deemed capable as a contact centre agent.
• Have the ability to learn new skills quickly and work with own initiative
• Experience, understanding and knowledge of Personal Banking
• Be able to deliver complex information in a way that is easy to understandHave flexibility in your working hours, as some evenings will be required
• Have a passion for people and their learning/development
• Excellent time management
• Confident in addressing behavioral/core standards issues/concernsIdeally have experience in the delivery of training/facilitation of workshops and training/development material.

This role is based in either Birmingham and Leeds offices, 100% office based.

If you are an HSBC Contractor and wish to apply to this role, click here.

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 copy and paste this link into your browser - SuccessFactors Learning: Item Details for CV and Interview skills Classes