HSBC
Customer Service Advisor - Leeds, England, United Kingdom
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Job Description
Do you enjoy talking to customers and providing them with an exceptional 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.
Compensation and Benefits
- Salary starting from £25,000 for a 35-hour week
- Two fixed pay increments of £750 each in your first 12 months
- First increment subject to meeting eligibility criteria
- Second increment after completing a competency assessment
- Free parking
- ‘Lunch on us’ scheme
- Subsided on-site nursery
- 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 customers’ concerns.
- Effective communication: Clearly communicate information, ask the right questions, and ensure customers understand solutions.
- Customer-centric mindset: Aim to deliver a quality service for customers to ensure a positive experience.
- Empathy and support: Understand the customer’s perspective and tailor your approach accordingly.
- 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 make appropriate escalations where necessary.
- Digital Fluency: Have confidence and good capability with technology.
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Training Program
- Comprehensive training across 16 weeks
- Training and Academy hours are Monday to Friday 9am-5pm
- Training and Academy support will be 100% face-to-face in the office
- You must be able to commit to the role for a minimum of 12 months
Application Requirements
- Open to UK Residents over the age of 18 with a valid right to work in the UK
- Unable to offer sponsorship for this role
- Full-time position, 35 hours per week
- If on a student visa that does not allow 35 hours of work, we will not be able to progress your application
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 Hours
- Open between 7.30am-7pm Monday to Friday
- Specifically looking for people who can work full-time
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Hybrid Working Environment
- Work at our office in Leeds some of your time and remotely from home
- Must have a suitable office setup including a desk and chair in a location free from interruptions
- Must have a home Fibre Broadband connection with a minimum speed of 10MPS
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, socio-economic background, 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 via hsbc.recruitment@hsbc.com.
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