Customer Service Advisor Social Media (Secondment-12 Months)

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.

We are recruiting for a Customer Service Advisor within Social Media. This is a specialist role that serves as the frontline of our brand on social media platforms, focusing on delivering exceptional customer care and community engagement. The role holder will 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, the CSA aims to 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. The CSA will need to understand wider Business Area and Distribution goals, as well as those of their immediate remit

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, 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 their role and escalating/reporting 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 the WPB 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:

• Apply skills gained in financial services and/or banking roles
• Confidently deliver strategically aligned service and outcomes for internal/external customers
• Build effective networks and create opportunities for others to work collaboratively
• Evidence adherence to risk management frameworks, tools and controls

Comfortably adopt change, improving the experience for customers and supporting the delivery of our strategic outcomes

Work Location: Swansea / Birmingham

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, socio-economic background 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 via [email protected].