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, protect our customers, and identify and support those in potentially vulnerable situations or with 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. We value 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. Play an integral part in customer education around HSBC digital services and fraud awareness.
3. Identify customers in vulnerable situations and determine how we can best support them.
4. Assist customers with complex banking needs to ensure they feel supported in their choices.
What do I need to be successful?
1. Demonstrate excellent communication skills to engage effectively, build strong connections, and show empathy.
2. Take ownership of customer inquiries through to resolution, pride yourself on exceeding expectations, and deliver personalized, friendly, and efficient service.
3. Be resilient in a continuously changing environment.
When & where you'll work
Our full-time roles are 35 hours per week, Monday to Friday, 09:00-17:00, and Saturday, 09:00-13:30. Not all branches are open on Saturdays. Please note, if you are on a student visa that restricts working hours, we may not be able to consider your application. You may be asked to support other local branches, with expenses reimbursed per HSBC Expenses Policy.
Your training
You'll receive comprehensive in-branch training to familiarize you with your role, systems, and HSBC products and services. The Customer Service Consultant training course lasts 9 days over 3 weeks. Attendance is mandatory, and holidays cannot be taken during training.
What you'll get
We offer a 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 purchase more.
* Perks at Work employee discounts.
* Market-leading pension contributions.
* BUPA Healthcare.
* Life Assurance, up to four times your salary.
* Flexible benefits platform for upgrades like Health Club Memberships, Retail Vouchers, etc.
* Sharesave schemes, allowing you to buy HSBC shares at a discount.
We are committed to diversity and inclusion. HSBC is a Disability Confident Leader and offers interviews to candidates with disabilities, long-term conditions, or neurodivergence who meet minimum role criteria. For accommodations during recruitment, contact our Recruitment Helpdesk.
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