HSBC
Customer Service Consultant - Kings Road, London
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Customer Service Consultant
What You'll Do
As a Customer Service Consultant, you’ll deliver outstanding service, educating customers to help them use our digital platforms flexibly while banking with HSBC. You’ll actively promote fraud awareness to protect our customers and ensure vulnerable or high-complexity cases are detected and supported, promoting financial inclusion for all.
We’re looking for people who are passionate about delivering excellent customer experiences, are ambitious, and exhibit a naturally helpful personality. Previous customer service experience is beneficial but not essential. What we value most is your ability to hold meaningful conversations and genuine enthusiasm for going above and beyond to meet customer needs.
At HSBC, coaching and talent development are priorities. You’ll have access to a learning platform and opportunities for personal and career growth.
Responsibilities
- Play a pivotal role in our Branch Customer Service Team, being the first point of contact for customers while taking ownership of their individual needs to deliver an exceptional experience
- Help customers understand HSBC’s digital services and reinforce fraud awareness training
- Identify customers in vulnerable situations and determine the best support to provide
- Assist customers with complex banking requirements to ensure they feel empowered and supported
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Requirements
To excel in this role, you must:
- Demonstrate excellent communication skills, fostering clear conversations, building rapport, and showing empathy to customers
- Be proactive in owning customer enquiries from start to resolution, ensuring consistent high standards and exceeding expectations with a personalised, friendly, and efficient approach
- Show resilience and adaptability in a dynamic environment
Hours and Location
This is a full-time role (35 hours/week) with the following schedule:
- Monday to Friday: 09:00–17:00
- Saturday (not all branches are open): 09:00–13:30
Visa restrictions apply: If you’re on a student visa that does not allow 35 working hours/week, you will not be able to proceed with your application.
Occasionally, you may support other local branches within reasonable proximity, with travel costs reimbursed according to HSBC’s Expense Policy.
Training
You’ll receive structured in-branch training over 9 days (spread across 3 weeks) covering:
- Job specifics
- Technical systems
- HSBC’s products and services
Training attendance is mandatory, so no holidays will be permitted during this period.
Benefits
Competitive Remuneration and Bonuses
- Starting salary: £28,800 (35 hours/week)
- Annual discretionary performance bonus
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Holidays & Discounts
- 6 weeks’ annual leave (including bank/public holidays)
- Perks at Work Benefit: Access to 30,000+ discounts across national and local brands
Financial Perks & Insurance
- Market-leading employer pension contribution
- BUPA Healthcare policy
- Life Assurance worth four times your annual salary
- Flexible benefits platform, including premium upgrades for:
- Health club memberships
- Retail voucher cards
- Car breakdown cover
Employee Share Schemes
- Participation in HSBC’s Sharesave schemes
- Monthly savings opportunity to buy HSBC shares at a discounted rate
HSBC’s Commitment to Diversity & Inclusion
We believe diversity fosters innovation. HSBC is dedicated to creating inclusive workplaces, valuing all talents regardless of gender, ethnicity, disability, religion, sexual orientation, or age.
As a Disability Confident Leader, we commit to interviewing candidates with disabilities, long-term conditions, or neurodivergent backgrounds if you meet the minimum criteria.
If you require accommodations or adjustments during the recruitment process, please contact our Recruitment Helpdesk:
📧 Email: hsbc.recruitment@hsbc.com
📞 Telephone: +44 207 832 8500
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