GCB 7 | Full Time | Birmingham or Sheffield
If you’re looking to take an exciting new direction in your HSBC career, this internal opportunity offers the chance to embrace a new challenge, broaden your experience and develop your skills within Customer Channels.
About the role
Based in Customer Channels’ Access to Cash team, you’ll support the branch and self-service estate by turning customer feedback and operational data into practical action. Through high-quality reporting, data-led insight and cross-functional collaboration, you’ll help improve availability, functionality and customer satisfaction. This role is ideal for someone who is customer-focused, resilient and confident making decisions in a fast-paced environment.
What you’ll do
- Produce regular reporting and analysis on self-service availability and performance, giving senior leaders accurate and timely insight.
- Lead customer experience insight for self-service by analysing complaints, iNPS and Mystery Shopper feedback to identify themes, emerging risks and improvement opportunities.
- Distinguish between third-party and HSBC-controlled drivers so that action is focused and effective.
- Partner with teams and suppliers, including IT, network performance and third parties, to escalate issues, track remediation and communicate progress clearly.
- Support risk management and data integrity by cross-referencing third-party data, resolving discrepancies and maintaining accurate reporting for governance and regulatory needs.
- Support the branch network with cash transaction queries relating to self-service devices.
What you’ll bring
- A proactive, detail-oriented approach to insight and reporting, with strong judgement on what matters and why.
- The ability to manage multiple workstreams and balance business-as-usual activity with continuous improvement.
- Strong quality-control habits, including sense-checking, reconciliation and building credibility in the numbers.
- The ability to build trusted relationships across functions and with third-party partners to resolve issues quickly and sustainably.
- A customer-first mindset that connects operational performance with real customer impact.
Essential experience and skills
- Good understanding of branch procedures relating to cash and self-service.
- Excellent understanding of branch cash handling processes and reconciliation
- Branch experience involving self-service and BMM/My Workspace.
- Experience working with multiple data sources, validating accuracy and resolving discrepancies.
- Strong stakeholder management skills, with the confidence to challenge constructively and elevate appropriately.
- Knowledge of cash management systems, such as Vaultex View.
- Strong Excel capability, including automation and reporting design using advanced formulas, structured outputs and repeatable pack production.
Join us
Bring your insight, judgement and customer focus into a role where your work will make a visible difference across our branch and self-service network.
Inclusive recruitment at HSBC
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—regardless of 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, enabling everyone to be at their best.
We take pride in being a Disability Confident Leader and will offer an interview to disabled people and candidates with long-term conditions or who are neurodivergent who meet the minimum criteria for the role. If you need accommodations or adjustments during the recruitment process, please contact the Recruiter.
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