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, 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.
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. We value 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 customer needs and delivering exceptional service.
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 to engage effectively, build connections, and show empathy.
6. Take ownership of customer inquiries through to resolution, providing a personalized, friendly, and efficient service.
7. Adapt to a changing environment with resilience.
How & 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). Please note, if you are on a student visa that restricts working hours, we cannot proceed with your application. You may be asked to support other local branches, with any additional costs reimbursed per HSBC Expenses Policy.
Your training will include full in-branch sessions to familiarize you with your role, systems, and HSBC products and services. The Customer Service Consultant training course lasts 9 days over 3 weeks. Attendance is mandatory for the entire course, and holidays during training are not permitted.
What you'll get
* An attractive starting salary of £26,000 for 35 hours per week, plus an annual discretionary performance bonus.
* Over six weeks' holiday, including bank and public holidays, with options to buy more.
* Perks at Work benefits, offering access to 30,000+ discounts.
* Market-leading employer pension contributions.
* BUPA Healthcare.
* Life assurance, worth four times your annual salary.
* Access to flexible benefits, including health club memberships, retail vouchers, and more.
* Sharesave schemes, a monthly savings plan with discounted HSBC shares.
We value diversity and inclusion at HSBC. We are committed to creating accessible workplaces and are proud to be 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 +44 207 832 8500.
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