Helpdesk Customer Executive Specialist

About the role

The Helpdesk Customer Executive Specialist provides high‑quality support for HSBCnet users in the UK, handling inbound calls and emails while ensuring compliance with Service Level Agreements. The role focuses on resolving payment‑related queries, building client relationships, and contributing to project and system initiatives.

Key responsibilities

• Respond promptly to time‑sensitive and high‑value client inquiries and escalations.
• Provide first‑point‑of‑contact resolution for the majority of payment‑related queries.
• Maintain accurate records of interactions and follow‑up actions.
• Escalate product‑related complaints to product and IT teams while ensuring regulatory compliance.
• Support project implementations, system maintenance, and infrastructure development as assigned.
• Meet productivity and accuracy targets defined for the process.

Required profile

• Fluent English communication, both verbal and written.
• Strong client focus with excellent interpersonal skills.
• Ability to work collaboratively with local and global teams.
• Organised, able to multitask and manage time effectively.
• Self‑motivated team player with a willingness to learn.

Required skills

• Experience with web‑based technologies.
• Knowledge of GPS systems (asset).
• Proficiency in Microsoft Office.
• Experience in Management Information (MI) reporting and real‑time management.

What we offer

• Inclusive and diverse workplace with continuous professional development.
• Flexible work arrangements.
• Opportunities for career growth within a global banking institution.