HSBC Global Services Limited
Customer Service Consultant
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About the Role
As a Customer Service Consultant, you’ll provide an outstanding service that we can all be proud of. Your key responsibilities will include:
- Educating our customers about our digital platforms to give them the flexibility to choose how they bank with us.
- Actively raising fraud awareness to protect our customers.
- Identifying and supporting customers in potentially vulnerable situations or with complex needs, ensuring financial inclusion for all.
We’re looking for passionate, ambitious individuals with natural helping personalities. While previous customer service experience is helpful, what we truly value is your ability to:
- Hold meaningful conversations.
- Go above and beyond for our customers—because that’s everything we’ll teach you!
You’ll join a collaborative environment where coaching and development are core to our approach. HSBC offers extensive training, a learning platform, and the opportunity to advance your career.
Responsibilities
In this role, you’ll:
- Be the first point of contact for customers, taking ownership of their individual needs to deliver an exceptional customer experience.
- Play a key role in customer education, particularly around HSBC digital services and fraud awareness.
- Identify vulnerable customers and implement tailored support solutions.
- Assist customers with complex banking needs, ensuring they feel confident and supported in their choices.
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Requirements
To thrive in this role, we seek:
- Excellent communication skills—able to engage in conversation, build rapport, and show empathy to create customer trust.
- A commitment to ownership—resolving customer enquiries efficiently while exceeding expectations. Provide a personalised, friendly, and efficient service.
- Resilience when navigating a continuously changing environment.
Working Hours & Location
This is a full-time position requiring commitment to:
- Monday to Friday: 09:00–17:00
- Saturday: 09:00–13:30 (Note: Not all branches are open on Saturdays.)
Important: If you're on a student visa that restricts you from working 35+ hours per week, we will not be able to progress your application.
Occasionally, you may be asked to support local branches within a reasonable distance, with expenses reimbursed in line with HSBC’s Expenses Policy.
Training
We’ll provide full in-branch training covering:
- Job-specific role duties.
- Systems and tools used.
- HSBC’s products and services.
Your 9-day training course will run over 3 weeks. To accommodate this, you’ll not be allowed holidays during your training period.
Benefits & Perks
We offer a competitive package, including:
- Starting salary: £27,200 (based on 35 hours/week) + performance bonus (discretionary).
- Annual leave: Over six weeks, including bank and public holidays or the option to buy extra days.
- Employee discounts: Access 30,000+ national and local deals via Perks at Work.
- Pension contribution: Market-leading employer matches.
- Healthcare: BUPA coverage.
- Life Assurance: Up to four times your annual salary.
- Lifestyle benefits: Flexible platform to redeem upgrades, including:
- Premium retail vouchers.
- Gym memberships.
- Car breakdown cover.
- Sharesave Schemes: A monthly savings plan with an opportunity to buy HSBC shares at a discounted rate.
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Our Commitment to Diversity & Inclusion
Openness to diverse perspectives is at the heart of our business and service. HSBC is dedicated to:
- Creating diverse and inclusive workplaces.
- Removing barriers in hiring and career growth for people of all genders, ethnicities, abilities, religions, sexual orientations, or ages.
As a Disability Confident Leader, we guarantee an interview to applicants with disabilities, long-term conditions, or neurodivergent candidates who meet the minimum role criteria.
If you require workplace accommodations during the recruitment process, contact our Recruitment Helpdesk:
- Email: hsbc.recruitment@hsbc.com
- Telephone: +44 207 832 8500
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