Customer Service Tone & Style Manager

Recruiter
HSBC
Location
Birmingham
Salary
Competitive
Posted
12 Sep 2017
Expires
10 Oct 2017
Contract Type
Permanent

Some careers shine brighter than others.



If you're looking for a career that will help you stand out, join HSBC 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 offers opportunities, support and rewards that will take you further.

Retail Banking and Wealth Management serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution

As the Customer Service Tone & Style Manager, you will be responsible for managing the definition of how we change the tone and style of our communications to customers, as part of a wider customer service strategy at a cross function level.

Key Accountabilities
  • To lead definition of how we change the tone and style of our communications to customers, with a focus on being human, humble and humorous.
  • Collaborate with Quality teams to ensure quality results look at not only process and outcome, but ownership, tone and empathy.
  • Provide an approach to ensure customers feel valued and understood when interacting with Customer Service and our Distribution channels.
  • Challenge Customer Service to role model service standards excellence in tone, style and bedside manner.
  • Constantly improve how we speak to our customers and constantly raising the bar for service excellence.
  • Developing relevant training and coaching interventions with the support of required HR and PX teams to ensure our Team Managers and Customer agents are focused on empathy.
  • Recruit, develop and lead a small team and setting a customer focused culture.
  • Develop an approach to delivering enhanced bedside manner across ownership, tone and empathy across the Customer Service function and Distribution more broadly.
  • Ensure continuous enhancement of service levels in terms of our human approach to customers, continulsouly evolving this to enhanced levels.
  • Promotes an environment that supports diversity and inclusion, and reflects the brand.
  • Demonstrate a thorough understanding of customer proposition, expectation and satisfaction that the function supports.
  • Influence the business areas to agree and implement enhancements to how we talk to customers that aligns with our Service Strategy.
  • Simplify policies and procedures for our people in terms of tone of voice, to empower our people to deliver excellent customer service.
  • Drive improved service and greater satisfaction using insights and innovation driven by what our customers and others expect with focus on both financial services and other industries
  • Promote change in how we speak to customers to deliver best in class customer service.
  • Learn from other brands within the HSBC umbrella (e.g. Fd) to partner on simplification initiatives for the "how" we talk to customers.
  • Establish clear view of external market benchmarking and opportunities to develop approach in terms of tone, style, empathy and ownership consistent with customer insight.
  • Deliver coaching / training to senior managers, team leads and others as required in line with a more human, humble and humorous tone and style.
  • Ensure close and effective working relationships with key stakeholders across Distribution and RBWM.
  • Contribute to team development, effectiveness and success by sharing knowledge and good practice, working collaboratively with others to create a productive, diverse and supportive working environment.


Qualifications

The ideal candidate for this role will have:



You will be a passionate advocate of customer needs and apply the Customer Service vision principles to all elements of the role:
  • Demonstrated leader in customer focused communication tactics, including tone and empathy.
  • Ability to identify service gaps in customer communication and approach, with ability to coach up for service enhancement and improvement.
  • High energy, self-starter with particular emphasis on inspiring and motivating others
  • A cultural change agent with proved experience of leading complex enhancement initiatives across an organization.
  • A role model of Customer Service excellence - with a proven record of championing customer needs.
  • A desire to find ways to continually improve the service delivered to customers.
  • Excellent judgment and a demonstration of being decisive and tenacious.
  • Exhibits strong commercial acumen in understanding competitor set both across financial services and broader service industries to really deliver a step change for customers.
  • Excellent interpersonal skills in influencing and negotiating with peers and superiors, liaising with external customers and the community.
  • Sets and achieves challenging short, medium and long term goals which exceeded the standards in their field.
  • The ability to self-start, to think creatively.
  • Excellent written and spoken communication skills; an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences