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 really value 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 individual 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 the best way to support them.
4. Assist customers with more complex banking needs to ensure they feel supported in their choices.
5. Demonstrate excellent communication skills, engaging in effective conversations, building strong connections, and showing empathy.
6. Take ownership of customer enquiries through to resolution, delivering a personalized, friendly, and efficient service that exceeds expectations.
7. Be resilient to 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 Saturday). This position requires working 35 hours weekly. Please note, if you are on a student visa that does not permit 35 hours of work, we cannot proceed with your application. There may be occasions when you'll support other local branches within a reasonable distance, with any additional costs reimbursed per HSBC Expenses Policy.
Your training
You will receive full in-branch training to familiarize you with your role, systems, products, and services. The Customer Service Consultant training course lasts 9 days over 3 weeks. Attendance is mandatory; holidays during training are not permitted.
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 platform with access to 30,000+ discounts.
* Market-leading employer pension contributions.
* BUPA Healthcare.
* Life Assurance, up to four times your annual salary.
* Access to flexible benefits like health club memberships, retail vouchers, 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 for everyone and are proud to be a Disability Confident Leader. If you need accommodations during recruitment, please contact our Recruitment Helpdesk at +44 207 832 8500 or via email.
#J-18808-Ljbffr