What You'll Do
As a Customer Service Consultant, you’ll provide an outstanding service we can all be proud of, educating our customers to enable them to use our digital platforms and giving them a choice of how they wish to bank with us. Our Consultants actively raise fraud awareness, protecting our customers, and identify and support those who are in potentially vulnerable situations or have more complex needs, ensuring financial inclusion for all.
We’re looking for people who are passionate about delivering an outstanding customer experience, ambitious, and have a helpful personality. Previous customer‑service experience is helpful but not essential. What matters most is a genuine passion for going above and beyond for customers – everything else we can teach you.
At HSBC we’re passionate about coaching and developing our people. You’ll have access to our learning platform and the opportunity to develop yourself and your career further.
Within This Role You’ll
* Play a pivotal role within our Branch Customer Service Team as the first point of contact for our customers, taking ownership of their individual needs and delivering an exceptional customer experience.
* Play an integral part in educating customers about HSBC digital services and raising fraud awareness.
* Identify customers who are in vulnerable situations and determine the best way we can support them.
* Help our customers with more complex banking needs to ensure they feel supported in their choices.
What do I need to be successful?
* Demonstrate excellent communication skills, enabling you to engage in effective conversations, build strong connections, and show empathy to our customers.
* Take ownership of customer enquiries through to resolution, priding yourself on delivering a customer experience that exceeds expectations with a personalised, friendly, and efficient service.
* Be resilient in a continuously changing environment.
When & Where You'll Work
This full‑time role requires you to work 35 hours per week between the hours of Monday to Friday 09:00‑17:00 and Saturday 09:00‑13:30 (not all branches are open on Saturday). Applications are open to UK residents over the age of 18 who have the valid right to work in the UK for a minimum of 14 months. We are unable to offer sponsorship for this role. If you are on a student visa that does not allow you to work 35 hours per week, unfortunately we cannot progress your application.
There may be times when we request you to support other local branches within a reasonable distance, with any additional costs reimbursed in line with HSBC’s Expenses Policy.
Your Training
You’ll receive full in‑branch training to get you up to speed with the specifics of your job role, the systems you will use, and the products and services offered. The Customer Service Consultant training course lasts 9 days total, split over 3 weeks. Attendance at the entire course is required, and you will be unable to take holidays during this period.
What You’ll Get!
We offer an attractive starting salary of £27,200 based on 35 hours per week, plus an annual discretionary performance bonus.
You’ll Also Receive
* Over six weeks’ holiday, including bank and public holidays, with the option to buy more.
* Perks at Work benefits, giving access to over 30,000 national and local employee discounts.
* A market‑leading employer pension contribution.
* BUPA healthcare.
* Life assurance, equivalent to four times your annual salary.
* Access to a flexible benefits platform, offering upgrades to health club memberships, retail voucher cards, car breakdown cover, and more.
* Sharesave schemes – a monthly savings plan linked to an option to buy shares in HSBC at a discounted rate.
Opening up a world of opportunity.
Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating a diverse and inclusive workplace – no matter 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 require accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via hsbc.recruitment@hsbc.com.
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