Banking supports everyday decisions - from paying bills to managing unexpected costs. In our Contact Centres, you'll be one of the first people customer speaks to, helping them getting things sorted with confidence. \n\nYou don't need banking experience to apply. If you're curious, enjoy helping people and can communicate clearly, we'll teach you the rest.\n\nWho you are\n\nWhether you're starting, restarting or looking to change your career, you might be a great fit if you:\n\n-Enjoy speaking to different people and helping solve problems\n\n-Stay calm and resilient in a busy environment\n\n-Like learning new systems and working accurately at pace\n\n-Are open to shift work (including evenings and weekends)\n\n-Can commit to at least 60% office time per week (after a 15-week 100% office-based training period)\n\nWhat you'll do\n\nThis is a telephony-based role where you'll:\n\n-Support customers over the phone in a friendly, professional way\n\n-Resolve queries and process a wide range of transactions accurately\n\n-Use multiple systems while keeping quality and customer experience high\n\n-Help customers understand HSBC products and digital banking options\n\n-Build your skills through structured learning and feedback\n\nYour apprenticeship:\nAlongside your role, you'll complete the Customer Service in the Financial Services Sector (SCQF level 6) apprenticeship.\n\nYou'll have:\n\n-Dedicated off-phone study time each week\n\n-A portfolio of learning and assignments to complete\n\n-Observations and feedback from a Talent Coach\n\nA programme typically completed over 12-18 months (role commitment required for 18 months)\n\nPay, hours and benefits:\n\nSalary: £25,000 (35 hours per week)\n\nPay progression: two fixed increments of £750 each in year one (one after six months' probation, another at the end of year one following a competency assessment)\n\n-Holiday: 25 days paid holiday bank holidays\n\nOther benefits: employee discounts, pension and healthcare schemes\n\n-Hybrid working available (with office-time expectations)\n\nFurther opportunities for study or qualifications\n\nShift pattern: Our Contact Centre operates 6am-11pm, Monday to Sunday, so shifts may include evenings and weekends. Training: what to expect\n\nWe'll set you up properly before you're fully live with our customers.\n\nTraining programme: up to 15 weeks in an academy setting, learning how best to support our customers\n\nTraining hours: Monday to Friday, 9am-5pm\n\nTraining location: 100% office-based for the duration of the academy\n\nYou'll take your first live calls with support from a peer coach\n\nWhere possible, we ask you not to take holidays during training (this can be discussed with you at interview). 5 Scottish National 5s at minimum grade D or above (or equivalent), including Maths and English\n\nTo have lived in the UK for the last 3 consecutive years before the start date\n\nBe legally permitted to work in the UK without HSBC sponsorship for\n\nthe full apprenticeship duration, and beyond the apprenticeship end date\n\nFluency in English\n\nAvailable to work full-time from October 2026, committing to an 18-month apprenticeship programme