Overview
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 by being the first point of contact for our customers, taking ownership of their individual needs and delivering an exceptional customer experience.
* Actively engage in customer education around HSBC digital services and fraud awareness.
* Identify customers who are in vulnerable situations and determine the best support we can provide.
* Assist 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 that exceeds expectations.
* Remain resilient and adapt to a continuously changing environment.
* Support other local branches in reasonable proximity as required, with costs reimbursed in line with HSBC Expenses Policy.
Qualifications and Experience
* Previous customer service experience is helpful but not essential.
* Demonstrated excellent communication skills and the ability to build strong connections and show empathy.
* Comfortable holding a conversation with customers and a genuine passion for going above and beyond.
* Ability to work independently and manage priorities within a full‑time role.
Working Hours and Location
This is a full‑time role that requires 35 hours per week: Monday to Friday 09:00‑17:00 and Saturday 09:00‑13:30 (not all branches open Saturday). Availability to work at least 14 months in the UK, right to work in the UK and no sponsorship offered.
Training
You will receive full in‑branch training over 9 days split over 3 weeks. Attendance for the full course is required; holiday cannot be taken during training.
Salary and Benefits
* Starting gross salary of £27,200 based on 35 hours per week.
* Annual discretionary performance bonus.
* Over six weeks holiday, including bank and public holidays, with the option to buy more.
* Access to Perks at Work Benefit with over 30,000 national and local employee discounts.
* Employer pension contribution.
* BUPA Healthcare.
* Life Assurance equivalent to four times your annual salary.
* Flexible benefits platform offering health club membership upgrades, retail voucher cards, car breakdown cover, and more.
* Sharesave scheme – a monthly savings plan linked to an option to buy HSBC shares at a discounted rate.
Commitment to Inclusion
HSBC is committed to creating diverse and inclusive workplaces. We are 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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