Ben Needham

Experience

• 

  Belmont Group

  Jan 2005 - Sept 2008

  Customer Service Manager
• 

  HSBC

  Mar 2008 - Apr 2024

  Manager with 16 years’ experience within the financial services sector. In my current role, I am responsible for Service Quality and Capabilities for Global Wealth and Personal Banking, accountable for ensuring we continue to deliver good customer outcomes to our clients across various markets situated in EMEA, US and Asia. Responsible for a team of 15 analysts based in 4 different countries and the strategic mobilisation of a call quality framework accross my local business area. Coupled with a robust coaching requirement to ensure the business is customer centric yet operating within the Compliance and Business Risk regulations set down internally and externally.

  • Group Customer Channels Quality Service Manager

    Apr 2021 - Apr 2024

  • Group Customer Channel Quality Service Manager

    Apr 2020 - Apr 2024

  • Quality Manager

    Sept 2015 - Mar 2021

  • Call Quality Analyst

    Apr 2012 - Sept 2015

  • Business Coach

    Jul 2010 - Jul 2012

  • Customer Service Representative

    Mar 2008 - Jul 2010
• 

  Tipico

  Apr 2024 - now

  CO Quality and Control Manager