Customer Service Consultant - Baker Street, London

Customer Service Consultant - Baker Street, London

Location: London, GB, W1U 6AX

Brand: HSBC

Area of Interest: Branch and Retail Banking

What you'll do

Your role includes:

• 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 to engage in effective conversations, build strong connections and show empathy to our customers.
• Take ownership of customer enquiries through to resolution, delivering a personalized, friendly and efficient service.
• Be resilient to a continuous changing environment.
• Previous customer service experience is helpful but not essential.

When & where you'll work

This is a full time role that requires you to work 35 hours per week between Monday and Friday 09 00 and Saturday 09 30 (not all branches are open on a Saturday). If you are on a student visa that does not allow you to work 35 hours per week, unfortunately, we will not be able to progress your application. There may be a time when we may ask you to support other local branches within a reasonable distance to you 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 job role, the systems you will use, and the products and services that HSBC offer. The Customer Service Consultant training course is 9 days in total, split over 3 weeks. As training is important, you are required to attend the whole course, so you will be unable to take holidays during your training period.

What you'll get

We offer an attractive starting salary of £27,200 based on 35 hours per week, plus an annual discretionary performance bonus.

• Over six weeks' holiday, including bank and public holidays, with the option to buy more.
• Perks at Work Benefit - access to 30,000+ national and local employee discounts.
• A market leading employer pension contribution.
• 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.
• Share save scheme - a monthly savings plan linked to an option to buy shares in HSBC at a discounted rate.

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 their 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 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 get in touch with our Recruitment Helpdesk: