HSBC
Customer Service Consultant
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Customer Service Consultant
Customer Service Consultant – HSBC
What You’ll Do
As a Customer Service Consultant, you’ll provide outstanding service to empower our customers to use our digital platforms with confidence. Your role includes:
- Educating customers to help them choose how they wish to bank with us.
- Raising awareness about fraud to protect our customers' security.
- Identifying and supporting customers in vulnerable situations or with complex needs to ensure financial inclusion for all.
We’re looking for people who are passionate about delivering exceptional customer experiences, are ambitious, and have a naturally helpful personality. While previous customer service experience is helpful, it’s not required. What matters most is your ability to engage authentically and go above and beyond for customers.
At HSBC, we prioritise coaching and development. You’ll have access to our learning platform and career growth opportunities.
Within This Role, You’ll
- Be the first point of contact for customers in our branch, taking ownership of their needs and delivering an exceptional experience.
- Play an integral role in educating customers about HSBC’s digital services and raising fraud awareness.
- Identify customers facing potential vulnerabilities and determine the best way to support them.
- Assist customers with complex banking needs, ensuring they feel valued and informed in their decisions.
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Requirements for Success
To excel in this role, you’ll need:
- Exceptional communication skills to engage in meaningful conversations, build connections, and show genuine empathy.
- The ability to take ownership of customer enquiries from start to finish, exceeding expectations with a friendly, efficient, and personalised approach.
- Resilience to adapt to a continuously changing work environment.
Working Hours & Location
This is a full-time role (35 hours per week) with the following schedule:
- Weekdays: 09:00–17:00 (Monday to Friday)
- Saturdays: 09:00–13:30 (Not all branches are open on Saturdays)
Note: If you’re on a student visa that doesn’t allow 35 hours per week, we regret that we cannot progress your application.
Occasionally, you may be required to support other nearby branches within a reasonable distance, with expenses reimbursed according to HSBC’s Expenses Policy.
Your Training
You’ll receive comprehensive in-branch training covering:
- Job role specifics
- IT systems you’ll use
- HSBC’s products and services
The Customer Service Consultant training course consists of 9 days spread over 3 weeks. Full attendance is mandatory, so holidays cannot be taken during this period.
What You’ll Get
Competitive Benefits Package
- Starting salary: £26,000 (pro-rated for 35 hours per week) plus an annual discretionary performance bonus
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Workplace Perks
- Over six weeks of holiday (including bank and public holidays), with the option to purchase additional leave.
- Perks at Work benefit – access to 30,000+ discounts at national and local retailers.
- Market-leading pension contribution
- BUPA private healthcare
- Life assurance (equivalent to four times your annual salary)
- Flexible benefits portal, offering upgrades including:
- Health club memberships
- Retail voucher cards
- Car breakdown cover
- Sharesave schemes – a savings plan with the option to buy HSBC shares at a discounted rate
Diversity & Inclusion
At HSBC, we believe in creating diverse and inclusive workplaces for everyone, regardless of:
- Gender
- Ethnicity
- Disability
- Religion or beliefs
- Sexual orientation
- Age
We are proud to be a Disability Confident Leader, offering interviews to candidates with disabilities, long-term conditions, or neurodivergent backgrounds who meet the core requirements of the role.
Need Accommodations or Adjustments During Recruitment?
If you require any modifications for accessibility or support during the recruitment process, please contact our Recruitment Helpdesk:
📧 Email: hsbc.recruitment@hsbc.com 📞 Phone: +44 207 832 8500
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