Overview
The role of a Customer Service Consultant is to provide an outstanding service we can all be proud of, educating customers to enable them to use our digital platforms, giving them a choice of how they wish to bank with us. Our Customer Service Consultants actively raise fraud awareness protecting our customers and will identify and support those who are in potentially vulnerable situations or have more complex needs ensuring financial inclusion for all. We are looking for people who are passionate about delivering an outstanding customer experience, ambitious and with a helpful personality. Previous Customer Service experience is helpful but not essential. What we value is someone who can hold a conversation and has a genuine passion for going above and beyond for customers. Everything else we can teach you. At HSBC we are passionate about coaching and developing our people; you will have access to our learning platform and the opportunity to develop yourself and your career further.
Responsibilities
- 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 educating customers about 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. Demonstrate excellent communication skills enabling you to engage in effective conversations, build strong connections and show empathy to our customers.
- Take ownership of customer enquiries through to resolution, delivering a customer experience that exceeds expectations with a personalised, friendly and efficient service.
- Be resilient in a continuously changing environment.
When & Where you’ll work
Our full-time roles are 35 hours per week between Monday to Friday 09:00-17:00 and Saturday 09:00-13:30. (Not all branches are open on a Saturday). There may be times 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.
Training
Your training will be in-branch to get you up to speed with the specifics of your job role, the systems you will use, as well as the products and services that HSBC offer. Our Customer Service Consultant training course is 10 days in total split over 2 weeks. As our training is important, we require you to attend the whole course; holidays during the training period are not permitted.
What You’ll Get
- Over six weeks of holiday. This includes bank and public holidays with the option to buy more.
- Perks at Work Benefit offering access to 30,000+ national and local employee discounts.
- A market-leading employer Pension contribution
- BUPA Healthcare
- 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.
- Sharesave schemes – a monthly savings plan linked to an option to buy shares in HSBC at a discounted rate.
Diversity & Inclusion
Being open to different points of view is important for our business and the communities we serve. At HSBC, we are 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.
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