Customer Service Representative

Job Summary

Do you enjoy talking to customers and providing them with exceptional service? Join us as a Customer Service Advisor and enjoy all the rewards of working for one of the world's leading banks.

Compensation & Benefits

Salary starting from £25,000 for a 35-hour week with two fixed pay increments of £750 each in the first year (after 6 months probation and at year-end). Free parking, lunch on us scheme, subsidised on site nursery, 25 days paid holiday (+ bank holidays), employee discounts, pension/healthcare schemes, and hybrid working.

Qualifications & Skills

• Active listening: carefully retain key details and accurately understand customer concerns.
• Effective communication: clearly convey information, ask the right questions, and ensure customers understand solutions.
• Customer centric mindset: always aim to deliver quality service for a positive customer experience.
• Empathy and support: understand the customer's perspective and tailor the approach accordingly.
• Resilience: remain calm while handling questions, competing priorities, and a demanding workload.
• Accountability: resolve customer queries in line with policy and guidelines.
• Following Process: follow procedures and make appropriate escalations when necessary.
• Digital fluency: confidence and good capability with technology.

Training & Development

We will teach you everything else you need through a 16 week programme to get you up to speed with your role, our systems, and products. You'll take live customer calls in our Academy with a peer coach. Training and academy hours are Monday to Friday 9am 5pm and are 100% face to face in the office during this period. You must also be able to commit to the role for a minimum of 12months.

Employment Details

Applications are open to UK residents over 18 with a valid right to work in the UK; no sponsorship will be offered. This is a full time position requiring 35 hours per week. Students on a visa that does not allow 35 hours per week will not be considered.

The contact centre operates 7.30am 7pm Monday to Friday. Specific shift patterns will be discussed with the team if the role is successful. You'll be required to work three days a week in the office, with a hybrid option. To work from home you need a suitable office set up and a home fibre broadband connection of at least 10MPS. We will provide the technology required.

Application Process

1. Online Contact Centre Skills Assessment
2. Telephone based Recruiter Interview
3. Face to face interview with the business and online ValuesBased Assessment

EEO Statement

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, socio economic background 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 require accommodations or changes during the recruitment process, please contact our Recruitment Helpdesk at .