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If you’re looking for an opportunity to be a key leader in our customer facing business with the freedom to be creative and innovative and make things happen, join HSBC UK Distribution and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC UK Distribution offers opportunities, support and rewards that will take you further.

HSBC UK Distribution is a newly formed business bringing together 8,000 colleagues across several different channels to support 14 million customers with their Retail Banking needs across a multitude of products and services. We have a unique opportunity to become more integrated and better connected with one clear customer centric strategy supporting our aim to raise the bar, and have a number of key leadership opportunities available for those of you with the right attributes and outlook, allowing us to bring together a team of collaborative leaders with diverse perspectives and capabilities that collectively delivers for our customers

We are currently seeking an experienced individual to join this team in the role of Distribution Manager - Contact Centre Team Manager.

The role of Team Manager is to be responsible for leading, coaching, motivating and developing a team of agents to provide amazing customer service to internal and external customers by supporting your team and delivering upskill training and handling customer calls.

Through actions promotes and holds accountability to the highest level of customer service. Delivers upon quantitative and qualitative key performance indicators, in line with our business strategies and regulatory requirements. Acts as a role model to other Team Managers.

Your responsibilities will include:

• Investigate and seek remedies for issues which may be adversely affecting Contact Centre performance.
• Analyse business performance information, including (but not limited to) Scorecards, Quality reports, Workforce Management reports, and take action to improve performance.
• Review customer contacts i.e. inbound/outbound calls, chats and e-mails for each team member using suitable methods e.g. side-by-side, remote real time, recorded. Use the results from call evaluations, focused coaching and enhance team members’ performance.
• Actively performance manage staff to maintain a high level of service quality and operational efficiency
• Manage developmental activity for team members
• Ensure all activities, transactions and sales adhere to prevailing HSBC and regulatory standards
• Ensure customer satisfaction is achieved by leading the team to provide consistent, excellent service, in line with stipulated customer experience outcomes.
• Propose – and where applicable, support the implementation of – improvements to processes and systems that improve customer experience

The ideal candidate for this role will have:

• Past working experience in a relevant role, i.e. Team Manager or equivalent leadership role
• Availability to work full time including evenings and weekends
• Experience working in relevant market/context, i.e. Contact Centre is desirable but not essential
• A track record of gaining an understanding of customers' needs and delivering excellent customer service
• A flexible and adaptable approach to change and will support others to respond in a similar way
• Achieved and met expectations whilst supporting and encouraging others to do the same
• A flexible and adaptable management style with experience of developing yourself and others
• Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered
• Contributed productively to team objectives, sometimes supporting and sometimes leading activities to achieve shared goals
• Experience of making prompt and practical business decision, even in times of ambiguity, considering various perspectives and taking responsibility for outcomes
• A comprehensive understanding of the regulatory frameworks and compliance requirements associated with financial services and experience of working within these
• Hours of work can fall Monday – Sunday 0800am – 20:30pm there will be an expectation to be able to work weekends and evenings within this role.

You’ll achieve more when you join HSBC.

HSBC is 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.

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