What you'll do
The role of a Customer Service Consultant is to provide outstanding service by educating customers on our digital platforms, offering choices on how they wish to bank with us. Our consultants actively raise fraud awareness to protect customers and support those in vulnerable situations or with complex needs, ensuring financial inclusion for all.
We seek individuals passionate about delivering excellent customer experiences, ambitious, and helpful. Previous customer service experience is helpful but not essential; we value conversational skills and a genuine passion for going above and beyond for customers, which we can teach.
At HSBC, we are committed to coaching and developing our staff. You will have access to our learning platform and opportunities for career growth.
Within this role, you will:
1. Serve as the first point of contact in our Branch Customer Service Team, taking ownership of customers' needs and delivering exceptional service.
2. Educate customers about HSBC digital services and fraud awareness.
3. Identify customers in vulnerable situations and determine how best to support them.
4. Assist customers with complex banking needs to ensure they feel supported and informed.
5. Demonstrate excellent communication skills, engaging effectively, building strong connections, and showing empathy.
6. Take ownership of customer inquiries through to resolution, aiming to exceed expectations with personalized, friendly, and efficient service.
7. Remain resilient in a continuously changing environment.
When & where you'll work
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). If you are on a student visa that restricts working hours, unfortunately, we cannot proceed with your application. You may be asked to support other local branches, with expenses reimbursed per HSBC policy.
Your Training
You will receive comprehensive in-branch training over 9 days across 3 weeks to familiarize you with your role, systems, and HSBC's products and services. Attendance at the entire training course is mandatory, and holidays cannot be taken during this period.
What You'll Get
Starting salary of £27,400 for 35 hours per week, plus an annual discretionary performance bonus. Benefits include:
* Over six weeks' holiday, including bank/public holidays, with options to buy more.
* Perks at Work discounts on 30,000+ products and services.
* Market-leading pension contributions.
* BUPA Healthcare.
* Life Assurance, up to four times your salary.
* Flexible benefits platform with upgrades like Health Club memberships, retail vouchers, and car breakdown cover.
* Sharesave schemes for discounted share purchases in HSBC.
We value diversity and are committed to inclusive workplaces. We are a Disability Confident Leader and will offer interviews to candidates with disabilities or neurodivergence who meet minimum role criteria. For accommodations during recruitment, contact our Recruitment Helpdesk via email or phone.
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