Customer Service Consultant
As a Customer Service Consultant, you’ll provide an outstanding service we can all be proud of, educating our customers to enable them to use our digital platforms and giving them a choice of how they wish to bank with us. Our Customer Service Consultants actively raise fraud awareness and support those in potentially vulnerable situations, ensuring financial inclusion for all.
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 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.
- 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, pride yourself on delivering a customer experience that exceeds expectations and providing a personalised, friendly and efficient service.
- Be resilient in a continuously changing environment.
When & Where You’ll Work
This is a full‑time role that requires you to work 35 hours per week between Monday and Friday 09:00‑17:00 and Saturday 09:00‑13:30 (not all branches are open on Saturdays). 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.
Training
You will 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 offers. The Customer Service Consultant training course is 9 days in total, split over 3 weeks. Attendance is mandatory and you will not be able to take holidays during the training period.
What You’ll Get!
- Over six weeks’ holiday, including bank and public holidays with the option to buy more.
- Perks at Work Benefit, giving 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.
Inclusivity and Diversity
Opening up a world of opportunity. Being open to different points of view is important for our business and the communities we serve. HSBC is dedicated to creating diverse and inclusive workplaces – no matter gender, ethnicity, disability, religion, sexual orientation, or age. 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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