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Customer Service Consultant
What you'll do
As a Customer Service Consultant, you’ll provide an outstanding service we can all be proud of, educating our customers to enable them to use our digital platforms, giving them a choice of how they wish to bank with us.
Our Customer Service Consultants actively:
- Raise fraud awareness, protecting our customers
- Identify and support customers in potentially vulnerable situations or with complex needs, ensuring financial inclusion for all
We’re looking for passionate individuals who:
- Deliver an outstanding customer experience
- Are ambitious with a helpful personality
- Preferred: Previous Customer Service experience (though not essential)
- Have a genuine ability to hold a conversation and go above and beyond for customers—everything else we can teach you!
At HSBC, we’re passionate about coaching and developing our people. You’ll have access to our learning platform and the opportunity to develop yourself and your career further.
Within this role, you’ll:
- Play a pivotal role within our Branch Customer Service Team, serving as the first point of contact for customers while delivering an exceptional customer experience
- Educate customers about HSBC’s digital services and raise fraud awareness
- Identify customers in vulnerable situations and determine the best support options
- Address complex banking needs, ensuring customers feel supported in their choices
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What you’ll need to be successful
To excel in this role, we’re looking for:
- Exceptional communication skills—able to engage effectively, build strong connections, and show empathy for customers
- The ability to take ownership of customer enquiries from start to resolution, delivering a personalised, friendly, and efficient service that exceeds expectations
- Resilience to adapt to a continuous changing environment
When & where you'll work
- Full-time role (required hours: 35 per week)
- Hours: Monday to Friday, 09:00–17:00, plus selected Saturdays (09:00–13:30, though not all branches operate on Saturdays)
- Note: If you’re on a student visa that doesn’t allow 35 hours/week, your application may not progress.
- You may occasionally be asked to support local branches within a reasonable distance, with expenses reimbursed per our HSBC Expenses Policy.
Your training
You’ll receive full in-branch training, covering:
- Job role specifics
- Systems and processes
- HSBC’s products and services
- 9-day training course split over 3 weeks (essential attendance; no holiday ability during this period).
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What you’ll get
We offer a competitive and supportive environment, including:
- Starting salary: £28,800 (based on 35 hours/week), plus annual discretionary performance bonus
- Holidays: Over six weeks, including bank and public holidays (with optional extra purchases)
- Perks at Work Benefit: Access to 30,000+ employee discounts (national and local)
- Market-leading employer pension contribution
- BUPA Healthcare
- Life Assurance: Covering four times your annual salary
- Flexible benefits platform: Upgrades to (e.g.) Health Club Memberships, Retail Voucher Cards, Car Breakdown Cover
- Sharesave schemes: Monthly savings plan with discounted HSBC share purchase options
Our cultural commitment
At HSBC, we believe diversity and inclusion improve our business and the communities we serve. We’re committed to:
- Removing barriers to career progression
- Being a Disability Confident Leader (Garunteeing interviews to candidates with disabilities, long-term conditions, or neurodivergent conditions who meet requirements)
If you need reasonable adjustments during recruitment:
- Contact our Recruitment Helpdesk:
- Email: hsbc.recruitment@hsbc.com
- Telephone: +44 207 832 8500
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