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About the Role

As a Customer Service Consultant, you will provide outstanding service by educating customers on digital platforms and offering choices in how they bank. You will raise fraud awareness and identify/support customers in vulnerable situations or with complex needs, ensuring financial inclusion. We seek individuals passionate about customer experience, ambitious, and helpful. Previous customer service experience is beneficial but not essential; strong communication and a passion for exceeding customer expectations are key.

Responsibilities

Play a pivotal role within the Branch Customer Service Team as the first point of contact for customers.
Take ownership of individual customer needs and deliver an exceptional customer experience.
Identify customers in vulnerable situations and determine the best way to support them.
Help customers with more complex banking needs to ensure they feel supported in their choices.
Educate customers on HSBC digital services and fraud awareness.

Requirements

Demonstrate excellent communication skills enabling effective conversations, strong connections, and empathy.
Ability to take ownership of customer enquiries through to resolution.
Deliver a personalized, friendly, and efficient service.
Be resilient to a continuously changing environment.
UK Resident over the age of 18.
Valid right to work in the UK for a minimum of 14 months.
Able to attend the full 9-day training course split over 3 weeks.
Able to work 35 hours per week.
Able to work Monday to Friday 09:00-17:00 and Saturday 09:00-13:30 (not all branches open Saturday).

Skills

Customer Service
Communication
Problem-solving
Empathy
Resilience

Location

Work Type

Full-time
Onsite

Experience Level

Entry Level

Salary/Compensations

£27,200 based on 35 hours per week

Benefits

Annual discretionary performance bonus
Over six weeks’ holiday (including bank and public holidays)
Option to buy more holiday
Perks at Work Benefit with access to 30,000+ national and local employee discounts
Market-leading employer pension contribution
BUPA Healthcare
Life Assurance, equivalent to four times annual salary
Access to a flexible benefits platform (Health Club Memberships, Retail Voucher Cards, Car Breakdown Cover, etc.)
Sharesave schemes (monthly savings plan linked to discounted HSBC shares)

About the Company

At HSBC, we’re passionate about coaching and developing our people.
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.

Equal Opportunity

We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best.
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.
If you have a need that requires accommodations or changes during the recruitment process, please contact the Recruiter.