Salary: from £23,205 + excellent benefits
Hours: 35 hours per week.
If you’ve got experience in delivering outstanding customer service, why not join our team at HSBC as a Contact Centre Customer Service Advisor and enjoy all the rewards of working for one of the world’s leading banks?
As well as a salary starting from £23,205 for a 35-hour week, we offer free parking, on-site gym, and subsided on-site nursery - not to mention an impressive range of company benefits including 25 days’ paid holiday (+ bank holidays), employee discounts and pension/healthcare schemes. We also provide hybrid working which gives you the best of both worlds.
Please be aware that applications are open to all UK residents over the age of 18 who currently have a valid right to work in the UK. We are unable to offer sponsorship for this role.
You will:
• Provide our customers with exceptional telephone-based customer service to help resolve their queries in a friendly and professional way. • Be resilient, able to work in a busy contact centre environment, and hold conversations with customers on the telephone. • Have the technical ability to use multiple systems to process a wide range of transactions at a pace whilst maintaining a high degree of accuracy. • Be a problem solver with excellent attention to detail. • Be happy to support and educate our customers about HSBC products and alternative digital banking platforms.
Although Customer Service experience and crystal-clear communication are essential, you don’t need to have banking experience, as we can teach you everything you need to know via our comprehensive training programme. This covers 4 weeks to get you up-to-speed with your role and our systems and products, followed by a further 5 weeks of support in our Academy, where you’ll be taking your first live customer call with the support of a peer coach. Our Training and Academy hours are Monday to Friday, 9:00 am to 5:00 pm, and training and academy support will be 100% face-to-face in the office. We ask that you do not take any holidays during this time. You must also be able to commit to the role for a minimum of 12 months.
Our Contact Centre is open between 8:00 am to 8:00 pm Monday to Sunday. We have a variety of working patterns created to suit you, including compressed shifts with up to 3 days off each week!
For example,
- Monday through Friday, 8:00 a.m. to 6:00 p.m. one week, and
- Monday, Wednesday, Thursday, and Sunday, 8:00 a.m. to 6:00 p.m. the next.
This shift offers an alternating pattern each week, allowing you more freedom and flexibility on your days off. If successful in your application, an appropriate available shift pattern will be discussed with the team.
We operate a hybrid working environment, which means you will work at our office in Hamilton some of your time and then remotely from home. Please note that our contact centre team will be moving to Maxim Park ML1 4WQ in early 2025, so please do consider if this will be commutable for you. To be able to work from home, you will need to ensure you have a suitable office setup that includes a desk and a chair in a location that is free from the interruptions of day-to-day life. We will provide you with the technology required to do your role, but you’ll need to have a home Fibre Broadband connection with a minimum speed of 10MPS.
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 so that everyone can 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:
Email: hsbc.recruitment@hsbc.com
Telephone: +44 207 832 8500
