Job description Posted 16 August 2022

Retail Investor Services Complaints Specialist  

Pay Rate: £165 Per Day PAYE

Location: HSBC Edinburg (Flexible Hybrid 2 – 3 days in the office )

LOA: 1 Year (Maternity Leave Cover)


Role Summary:

Working within a UKTA investor services complaints team as the Complaints Specilialist, taking the lead with all aspects of Complaint handling. This will involve the ongoing maintenance/oversight of the Complaints data base, logging complaints, as well as all other complaints related duites including but not limited to early resolution calls, investigation work, decision making, including relevant compensation where appropriate, letter writing, quality checking, Client reporting and generally supporting all the tasks within the Complaints team. The services will typically support multiple Asset Managers with a range of products (OEICS, Unit Trusts, ISAs, Investment Trusts) and there will be quality controls and oversight and maker/checker processes in place. There will be the opportunity to cross over into other areas of UKTA when time permits.


Key Activities:

· Be the voice of the customer, maintaining open and transparent communication with customers

· Be a partner of choice for Business Partner in delivering superlative support and service

  • Alert all key stakeholders on high risk, sensitive customer complaints that impact the Group’s reputation and participate in steps taken to remedy process, policy, systems as applicable.
  • Key role for the delivery of a cohesive service to our clients and their investors.
  • Day to day processing of activities within the department to ensure that all tasks are processed in accordance with agreed procedures and controls and in accordance with relevant fund parameters.
  • Understanding of the business and keeping abreast of development in the market.
  • Suggest and implement improvements to the Transfer Agency processes and procedures in consultation with the Supervisor.


Operational Effectiveness & Control

  • Adherence to the daily operation policy and procedure, no breach in Company’s policy
  • Ensure escalation process is adhered too.
  • Ensure adherence to procedures and FIMs including Compliance policies and Internal Controls.
  • Ensure new business or new processes are understood.
  • Be aware of the business practices and processes associated with the role, and act in a manner that takes account of operational risk considerations.
  • Be aware of the Operational Risk scenario associated with the role and ensure that all actions during your employment with HSBC take account of the likelihood of operational risk occurring.


Role Context

Environment of the Role


  • A dynamic role providing the job holder with exposure to key Stakeholders.
  • With the expansion of the product into the UK Market, the business is expected to go through a period of significant growth which will be followed by a period of stability. 
  • The GDTA team plays a very important role in HSS Edinburgh’s service differentiation and ultimate client satisfaction.
  • This role operates in a highly time critical environment and is required to be fully involved in reporting and other activities relating transfer agency functions  
  • Part of a broader team providing a full range of UKTA services including telephone dealing, multi-channel queries, bereavement and client reporting.