Bereavement Support Officer

Job description

Customer Service Support Officer, Bereavement Support Team – HSBC

At our Sheffield Contact Centre we are focused on creating an engaging working environment, whether you want a career that will take you to the top, or simply in a new exciting direction, HSBC offer opportunities, support and rewards that will take you further. Our Contact Centre is based in the heart of Sheffield just a 5 minute walk from the train station.
Our centre is open Monday – Friday 8.30am to 6pm and Saturday 9am-2pm. You will be required to work 35 hours a week and various shift patterns within our operating hours.
When you join our team, from day one you'll have access to a competitive benefits package, including:
· A discretionary annual bonus
· Bupa healthcare for you and your family worth up to £775
· A market-leading employer pension contribution of up to 17% *
· Life assurance (4x base salary)
· 25 days' holiday, plus 8 public and bank holidays – with the option to purchase up to an additional 5 days
· My Choice – our flexible benefits scheme
· A dress-down policy, so you can come to work dressed how you feel comfortable
The Customer Service Support Officer is based within the Bereavement Service Centre, a specialist team within UK Contact Centre in Sheffield.
The role of the Bereavement Service Officer is to process initial notification following the death of a customer, providing query resolution relating to the bereavement journey via multiple communication channels. You will need to make judgement calls balancing both customer/business risk, whilst, providing an empathetic, knowledgeable and professional telephony/administration service directly to bereaved families

What do I need to be successful in this role?

You do not need contact centre or banking experience to be successful, we are looking for a genuine passion for going above and beyond for our customers throughout the interview process you will need to demonstrate strong communication skills and show empathy during a difficult time for our customers. We can offer you 2 weeks of classroom based training and teach you everything you need to know about HSBC.

Desired profile

Qualifications :

Your responsibilities will include:
·  Delivering an excellent level of customer service to internal and external customers
·  Delivering fair outcomes for our customers and ensure own behaviours meet the required bank values
·  Awareness of the immediate business/function strategy
·  Embracing change and innovation in the team
·  Demonstrating ownership and common sense with all that you do, sharing best practice across teams
·  Understanding HSBC's vision, values and goals to build engagement and an inclusive, high performing, customer-centred culture
·  Supporting the department in meeting key performance indicators (service levels, operational risk, etc.)
·  Demonstrating a collaborative approach and challenge actions and behaviours that are not consistent with HSBC's diversity policy and/or the best interests of the business and its customers"

The ideal candidate for this role will have:

·  Experience working in relevant environment/s, i.e. Customer Service
·  Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered
·  Past working experience in a relevant role, i.e. Operations based environment
·  A desire to find ways to continually improve the service delivered to customers
·  A flexible and adaptable approach to change and will support others to respond in a similar way
·  Achieved targets and met expectations whilst supporting and encouraging others to do the same
·  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
·  Ability to show empathy to customers.


Does this sound like you? If so apply today to join HSBC, a truly global organisation, and start your journey.

*Pension core contribution of 10% on first £20,100 of pensionable salary and 9% on any remaining salary over £20,100 plus 7% matching contributions

As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC UK is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.

We want everyone to be able to fulfil their potential which is why we provide a range of flexible working arrangements and family friendly policies

Recruitment Helpdesk :

Email: hsbc.recruitment@hsbc.com

Telephone: +44 2078328500