HSBC
Customer Service Advisor
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Job Title
Are you enthusiastic about delivering exceptional customer service? Do you excel at staying composed while communicating and solving problems to ensure customers feel supported? If so, join us as a Customer Service Advisor and enjoy all the rewards of working for one of the world’s leading banks.
Salary and Benefits
As well as a salary starting from £25,000 for a 35-hour week you can expect two fixed pay increments of £750 each in your first year (the first after your 6 months’ probation, then at the end of your first year on completion of a competency assessment). We also offer:
- An on-site gym
- ‘Lunch on us’ scheme
- 25 days’ paid holiday (+ bank holidays)
- Employee discounts
- Pension/healthcare schemes
- Hybrid working
Essential Skills
- Active listening: listen carefully, retain key details, and accurately understand our customers’ concerns.
- Effective communication: clearly communicate information, ask the right questions, and ensure customers understand solutions.
- Customer-centric mindset: always aim to deliver a quality service for our customers so they have a positive experience to ensure longer lasting relationships.
- Empathy and support: understand the customer’s perspective and tailor your approach accordingly to support.
- Resilience: remain calm when dealing with customer questions, competing priorities and a demanding workload.
- Accountability: resolve customer queries in-line with policy and guideline.
- Following Process: follow procedures or making appropriate escalations where necessary.
- Digital Fluency: have confidence and a good capability with technology.
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Training
We can teach you everything else you need to know via our comprehensive training programme. This will be across 15 weeks to get you up-to-speed with your role, our systems, and products, and supported in our Academy where you’ll be taking your first live customer calls with the support of a peer coach.
Application Requirements
- Open to UK Residents over the age of 18 with a valid right to work in the UK.
- Full-time position, 35 hours per week.
- Cannot offer sponsorship for this role.
- If on a student visa, unable to work 35 hours per week.
Application Process
- Online Contact Centre Skills Assessment
- A telephone-based Recruiter Interview
- Final face-to-face interview with the business and an online Values Based Assessment
Contact Centre Schedule
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Our Contact Centre is open between 6am to 11pm 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!
Hybrid Working Environment
- Work at our office in Birmingham some of the time.
- Remote work from home with the required home office setup and a minimum 10MPS Fibre Broadband connection.
Diversity and Inclusion
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 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.
Accommodations
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
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