What You'll Do
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.
Within This Role You'll
* 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.
* The ability to take ownership of customer enquiries through to resolution; you’ll pride yourself on delivering a customer experience that exceeds expectations, delivering a personalised, friendly, and efficient service.
* Be resilient to a continuously changing environment.
When & where you'll work
This is a full‑time role that requires you to work 35 hours per week, Monday to Friday 09:00-17:00 and Saturday 09:00-13:30 (not all branches are open on Saturday). The role is not suitable for people on a student visa that does not allow 35 hours per week. You may be asked to support other local branches within a reasonable distance, with any additional costs reimbursed in line with HSBC Expenses Policy.
Your Training
You’ll receive full training in‑branch to get you up to speed with the specifics of your role, the systems you will use, as well as the products and services that HSBC offers. The training course is 9 days over 3 weeks; attendance is required and you will be unable to take holidays during the training period.
What You'll Get!
We offer an attractive starting salary of £26,000 based on 35 hours per week, plus an annual discretionary performance bonus.
You'll Also Receive
* Over six weeks’ holiday, including bank and public holidays, with the option to buy more.
* Perks at Work Benefits, providing access to 30,000+ national and local employee discounts.
* A 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 schemes – a monthly savings plan linked to an option to buy shares in HSBC at a discounted rate.
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 gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone. 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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