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, 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, who are ambitious and have a helpful personality. Previous Customer Service experience is helpful but is not essential. We are really interested in someone who can hold a conversation and has a genuine passion for going above and beyond for customers – everything else we can teach you!
Within this role you will:
* 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.
* 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 our customers with more complex banking needs to ensure they feel supported in their choices.
What do I need to be successful?
* Demonstrate excellent communication skills enabling you to engage in effective conversations, build strong connections and show empathy to our customers.
* Take ownership of customer enquiries through to resolution, priding yourself on delivering a customer experience that exceeds expectations, and providing a personalised, friendly & efficient service.
* 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. The position requires 35 hours per week. If you are on a student visa that does not allow you to work 35 hours per week, we will not be able to progress your application. You may be asked to support other local branches within a reasonable distance, with any additional costs reimbursed in line with the HSBC Expenses Policy.
Your Training
You’ll receive full in‑branch training to get you up to speed with the specifics of your job role, the systems you will use, and the products and services that HSBC offers. The Customer Service Consultant training course is 9 days in total, split over 3 weeks. Attendance is required for the entire course, during which holidays cannot be taken.
What You’ll Get!
* Attractive starting salary of £26,000 based on 35 hours per week, plus an annual discretionary performance bonus.
* Over six weeks’ holiday, including bank and public holidays, with an option to buy more.
* Perks at Work Benefit giving access to over 30,000 national & local employee discounts.
* Market‑leading employer pension contribution.
* BUPA healthcare.
* Life assurance, equivalent 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 scheme – a monthly savings plan linked to an option to buy shares in HSBC at a discounted rate.
We believe in diversity and inclusion. We are dedicated to creating workplaces where people of all genders, ethnicities, disabilities, religions, sexual orientations, or ages feel welcome. HSBC is a Disability Confident Leader and offers interviews to people with disabilities, long‑term conditions, or neurodivergent candidates who meet the minimum criteria for the role. Applicants who require accommodations or changes during the recruitment process should contact the Recruitment Helpdesk for support.
Equal Opportunities: HSBC is an equal opportunity employer. We welcome and encourage applications from all sections of the community to ensure inclusive and accessible careers.
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