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, 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.
Responsibilities
* Play a pivotal role within our Branch Customer Service Team as the first point of contact for customers, take ownership of their individual needs and deliver an exceptional customer experience.
* Play an integral part in customer education around HSBC digital services and fraud awareness.
* Identify customers who are in vulnerable situations and determine the best way we can support them.
* Help customers with more complex banking needs to ensure they feel supported in their choices.
* Take ownership of customer enquiries through to resolution, delivering a personalised, friendly and efficient service.
* Be resilient to a continuous changing environment.
Training
Full in‑branch training over 9 days in total split across 3 weeks. Attendance is mandatory throughout the course and weeks are paid days. You will receive comprehensive training on the systems you will use and the products and services HSBC offers. Please note that during the training period you will be unable to take holidays.
Working Hours & Conditions
This is a full‑time role requiring 35 hours per week: Monday to Friday 09:00 – 17:00 and Saturday 09:00 – 13:30 (not all branches are open on a Saturday). Applications are open to UK residents over the age of 18 with a valid right to work in the UK for a minimum of 14 months. This role does not offer sponsorship. If you are on a student visa that does not allow 35 hours per week, we will not be able to progress your application. We may ask you to support other local branches within a reasonable distance to you, with any additional costs reimbursed in line with HSBC Expenses Policy.
Compensation & Benefits
Starting salary of £27,200 based on 35 hours per week, plus an annual discretionary performance bonus.
* Over six weeks' holiday, including bank and public holidays with the option to buy more.
* Perks at Work Benefit, giving access to 30,000+ national and local employee discounts.
* Market‑leading employer pension contribution.
* BUPA Healthcare.
* Life Assurance, equal 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.
Equal Opportunity
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 diverse and inclusive workplaces – no matter their 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.
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