What you'll do
The role of a Customer Service Consultant is to provide an outstanding service we can all be proud of, educating our customers to enable them to use our digital platforms, giving them a choice of how they wish to bank with us. Our Customer Service Consultants actively raise fraud awareness, protecting our customers and will identify and support those who are in potentially vulnerable situations or have more complex needs, ensuring financial inclusion for all.
We are looking for people who are passionate about delivering an outstanding customer experience, ambitious, and helpful. Previous Customer Service experience is helpful but not essential. What we value most is someone who can hold a conversation and has a genuine passion for going above and beyond for customers — everything else we can teach you!
At HSBC, we are passionate about coaching and developing our people. You will have access to our learning platform and opportunities to develop your career further.
Within this role you will:
1. Play a pivotal role within our Branch Customer Service Team by being the first point of contact for our customers, taking ownership of their needs, and delivering an exceptional customer experience.
2. Educate customers about HSBC digital services and raise fraud awareness.
3. Identify customers in vulnerable situations and determine how we can best support them.
4. Assist customers with more complex banking needs to ensure they feel supported and informed.
5. Demonstrate excellent communication skills to engage effectively, build strong connections, and show empathy.
6. Take ownership of customer inquiries through to resolution, aiming to deliver a personalized, friendly, and efficient service.
7. Remain resilient in a continuously changing environment.
When & Where you'll work
Our full-time roles are 35 hours per week, from Monday to Friday, 09:00-17:00, and Saturday, 09:00-13:30 (not all branches are open on Saturdays). This position requires working 35 hours weekly. Please note, if you are on a student visa that limits work hours, we cannot proceed with your application. Occasionally, you may be asked to support other local branches within a reasonable distance, with any additional costs reimbursed according to HSBC Expenses Policy.
Your Training
You will receive full in-branch training to familiarize you with your role, the systems used, and HSBC's products and services. Our Customer Service Consultant training course lasts 9 days, spread over 3 weeks. Attendance is mandatory, and holidays cannot be taken during training.
What You'll Get!
We offer an attractive starting salary of £26,000 based on 35 hours per week, plus an annual discretionary performance bonus. Benefits include:
* Over six weeks' holiday, including bank and public holidays, with options to buy more.
* Perks at Work benefit with access to over 30,000 discounts.
* Market-leading employer pension contributions.
* BUPA Healthcare.
* Life assurance, equivalent to four times your annual salary.
* Access to a flexible benefits platform for upgrades like Health Club Memberships, retail vouchers, car breakdown cover, and more.
* Sharesave schemes—monthly savings plans with options to buy HSBC shares at a discount.
At HSBC, we value diversity and inclusion. We are committed to creating accessible workplaces and are proud to be a Disability Confident Leader. We encourage applicants with disabilities, long-term conditions, or neurodivergence to apply and will offer interviews to those meeting minimum role criteria. For accommodations during the recruitment process, please contact our Recruitment Helpdesk at the provided contact details.
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