Role Summary
As a Customer Service Consultant, you will deliver an outstanding service that our customers can be proud of, educating them to use our digital platforms and guiding them on how to bank with us. You will raise fraud awareness, identify and support customers in vulnerable situations, and ensure financial inclusion for all. You need a helpful, ambitious personality and a genuine passion for going above and beyond – previous experience is helpful but not essential.
Responsibilities
- Act as the first point of contact for customers and take ownership of their needs to deliver an exceptional customer experience.
- Educate customers about HSBC digital services and fraud awareness.
- Identify vulnerable customers and determine the best support available.
- Assist customers with more complex banking needs to ensure they feel supported in their choices.
- Demonstrate excellent communication skills, empathy and the ability to build strong connections.
- Take ownership of customer enquiries through to resolution, delivering a personalised, friendly, and efficient service.
- Remain resilient in a continuously changing environment.
Working Conditions
This full‑time role requires 35 hours per week: Monday to Friday 09:00–17:00 and Saturday 09:00–13:30 (not all branches are open on Saturday). Students on a visa that does not allow 35 hours per week will not be considered. You may be asked to support other local branches within a reasonable distance, with costs reimbursed in line with HSBC Expenses Policy.
Training
You will receive full in‑branch training (9 days over 3 weeks). Attendance is required for the entire course; you will not be able to take holidays during this period.
Benefits
- 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 – access to 30,000+ national and local employee discounts.
- Market‑leading employer pension contribution.
- BUPA healthcare.
- Sharesave schemes – a monthly savings plan linked to an option to buy shares in HSBC at a discounted rate.
Diversity & Inclusion
HSBC is committed to creating diverse and inclusive workplaces for all. We are 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. Opening up a world of opportunity means we welcome different points of view and are dedicated to ensuring careers at HSBC are inclusive and accessible for everyone to be at their best.
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