Location: Fareham with hybrid working
Are you enthusiastic about delivering exceptional customer service? Do you excel at staying composed while communicating and solving problems to ensure customers feel supported? If so, join us as a Customer Service Advisor and enjoy all the rewards of working for one of the world’s leading banks.
We offer a starting salary from £24,000 for a 35-hour week, along with benefits such as free parking, 'lunch on us' for the first 4 weeks, 25 days’ paid holiday (+ bank holidays), employee discounts, and pension/healthcare schemes. Our hybrid working model provides flexibility between office and remote work.
Previous banking or customer service experience is not required, but we look for essential skills including:
1. Active listening: listen carefully, retain key details, and understand customer concerns accurately.
2. Effective communication: convey information clearly, ask appropriate questions, and ensure understanding.
3. Customer-centric mindset: aim to deliver quality service for positive customer experiences and long-term relationships.
4. Empathy and support: understand customer perspectives and tailor your approach accordingly.
5. Resilience: stay calm when handling questions, competing priorities, and workload pressures.
6. Accountability: resolve queries in line with policies and guidelines.
7. Following process: adhere to procedures and escalate issues when necessary.
8. Digital fluency: confidence and capability with technology.
We provide comprehensive training over 16 weeks to equip you with the necessary knowledge about our systems, products, and customer service skills, supported by our Academy and peer coaching. Training hours are Monday to Friday, 9am-5pm, with face-to-face support in the office. During this period, we ask that you do not take holidays, and you must commit to the role for at least 12 months.
Applicants must be UK residents over 18 with a valid right to work in the UK. We cannot offer sponsorship. This is a full-time role requiring 35 hours per week. If you are on a student visa that restricts working hours, please consider this before applying.
The application process includes:
1. Online Contact Centre Skills Assessment
2. Telephone-based Recruiter Interview
3. Final face-to-face interview and an online Values-Based Assessment
The contact centre operates Monday to Friday, 7:30am-7pm, with shift patterns in Week 1 (Monday to Friday, 10:00–18:00) and Week 2 (Monday to Friday, 08:00–16:00). Flexibility is required for key hours.
Our hybrid working environment means you will work partly at our Fareham office and partly remotely. Please ensure you have a suitable home setup, including a desk, chair, and a reliable fibre broadband connection with minimum speed of 10Mbps.
We value diversity and inclusion at HSBC. We are a Disability Confident Leader and offer interviews to candidates with disabilities, long-term conditions, or neurodivergence who meet the minimum role criteria. For accommodations during recruitment, contact our Recruitment Helpdesk at hsbc.recruitment@hsbc.com or call +44 207 832 8500.
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