Customer Resolution Lead — Coaching & Compliance

• Ensure complaints are handled in line with HSBC procedures and relevant FCA requirements
• Demonstrable people-leadership experience is preferrable, ideally managing or supervising a team
• Proven experience of coaching, developing and inspiring colleagues to perform at their best is essential
• Knowledge or experience of complaint handling
• Strong planning, organisation and prioritisation skills
• Resilience and confidence when managing difficult conversations or challenging situations
• Clear written and verbal communication, with the ability to adapt style for different audiences
• Solid understanding of HR policies, procedures, risk management and good conduct expectations

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