Customer Service & Support Jobs in Glasgow, United Kingdom (Now Hiring) — 238 open — Page 10

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.

We’re currently seeking an experienced professional to join our team in the role of Distribution Manager Contact Centre Performance.

You’ll provide senior governance, complaints and operational risk expertise to strengthen the Contact Centre control environment, support regulatory compliance and promote strong day-to-day conduct. You’ll ensure governance forums and records are effective and well maintained, drive adherence to relevant policies and frameworks, and oversee the completion of attestations with rigour and integrity. Using complaints insight, testing outcomes and emerging conduct risks, you’ll translate findings into clear, owned and time-bound actions that measurably improve customer outcomes, close control gaps and help keep colleagues safe.

A move across the business allows you to continue to access tailored professional development opportunities, and our fantastic benefits packages.

In this role you’ll:

• Lead Contact Centre-wide governance and oversight across complaints, quality, capability/competency and control frameworks, ensuring forums and standards are effective.
• Act as the complaints SME, owning the end-to-end complaints insight cycle and leading root cause analysis to identify systemic drivers and conduct risks.
• Own remediation arising from Business Continuity Planning (BCP) and Health & Safety incidents/near misses, control failures and assurance findings, ensuring actions are owned, time-bound, evidenced and effective.
• Partner with Operational Risk, operational leaders, Product Managers and Performance teams to maintain end-to-end control coverage and readiness for audits/regulatory reviews.
• Drive measurable improvements in customer outcomes, colleague safety, operational resilience, data integrity and regulatory compliance through targeted governance and control enhancements.
• Maintain accurate, complete and audit-ready records, support robust policy/framework attestations (e.g., Health & Safety), and coach teams to embed governance expectations day to day.

To be successful in this role you should meet the following requirements:

• Proven experience in personal financial services/banking (or equivalent), with a strong track record of people leadership in a Contact Centre environment; Senior Fire Marshal (SFM) and Building Emergency Coordinator (BEC) training will be provided to support the Health & Safety aspects of the role.
• Demonstrated ability to understand strategy, align priorities and deliver sustainable improvements to business effectiveness.
• Strong risk and control mindset, with evidence of working within risk management frameworks, governance, tools and controls.
• Continuous improvement capability, with proven experience implementing change successfully and improving ways of working.
• Excellent leadership and collaboration skills—builds trusted networks, enables cross-team delivery, and creates an environment where people develop and perform.
• Clear written and verbal communicator who adapts style to audience; available to work within the Monday–Friday, 8am–6pm operating window.

If you’d like to learn more about the role, please join one of the drop-in sessions below:

Session 1 : 25 June 14.00 - 14.30  - https://hsbc.zoom.us/j/97924826253?pwd=wCbla88FXJGFQczgaRWlH0ygivqUgR.1&from=addon

Session 2 : 30 June 12:00 – 12:30 –

https://hsbc.zoom.us/j/99844946849?pwd=JmCxujQ4xgFOc9dzgqNCaiB3cAly4u.1&from=addon

If you are an HSBC Contractor and wish to apply to this role, click here https://career2.successfactors.eu/sfcareer/jobreqcareerpvt?jobId=48249&company=hsbcholdin&st=1DF2FFBBC9C12D425327CD966C07D3FA475F3CD1

To support you with putting your best foot forward for our internal opportunities, you are invited to take advantage of our CV and Interview workshops, hosted by our Talent Acquisition team. To find out more and register to attend please click this link.

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].