UKCC Agent GSCs

Impact on the Business

• Answers (or makes) phone calls from our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer’s issues at first contact where possible.
• Delivers what is promised in line with customer expectations
• Offers value added products and services based on customer needs analysis and ensures customer understanding of those products

• Customers / Stakeholders

• Provides excellent customer service to basic inbound customer calls by keeping up to date on training and internal communications
• Generating customer loyalty through strong knowledge of key products and services
• Owns and resolves issues and understands how and when to escalate

  Leadership & Teamwork

• Acts as a role model for our Group Values and Behaviours (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values
• Values diversity amongst team

  Operational Effectiveness & Control

• Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres
• Maintains HSBC internal control standards
• Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres.