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 to protect 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. Be the first point of contact within our Branch Customer Service Team, taking ownership of individual customer needs and delivering an exceptional experience.
2. Educate customers about HSBC digital services and fraud awareness.
3. Identify customers in vulnerable situations and support them appropriately.
4. Assist customers with complex banking needs, ensuring they feel supported and informed.
5. Demonstrate excellent communication skills, engaging in effective conversations, building strong connections, and showing empathy.
6. Take ownership of customer inquiries through to resolution, providing a personalized, friendly, and efficient service.
7. Remain 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). This position requires working 35 hours weekly. Please note, if you are on a student visa that restricts working hours, we may not be able to consider your application. There may be occasions when you are asked to support nearby branches, with additional costs reimbursed per HSBC Expenses Policy.
Your Training
You will receive comprehensive 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, and holidays cannot be taken during this period.
What You'll Get!
We offer an attractive starting salary of £26,000 for 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 with access to 30,000+ discounts.
* Market-leading pension contributions.
* BUPA Healthcare.
* Life Assurance, equivalent to four times your annual salary.
* Flexible benefits platform with upgrades like Health Club Memberships, Retail Vouchers, Car Breakdown Cover, and more.
* Sharesave schemes — a monthly savings plan with an option to buy HSBC shares at a discount.
We value diversity and inclusion at HSBC. We are committed to creating an accessible workplace for everyone. As a Disability Confident Leader, we offer interviews to candidates with disabilities, long-term conditions, or neurodivergence who meet the role's minimum criteria. If you need accommodations during recruitment, please contact our Recruitment Helpdesk at the provided contact details.
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