HSBC
Customer Service Representative
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Customer Service Representative
About the Role
The Customer Service Representative role is focused on providing outstanding customer service we can all be proud of. This includes owning customer service or transactional requests, answering product queries, and actively engaging with customers about HSBC self-service devices and digital platforms, ensuring they have a choice in how they bank with us.
We’re looking for passionate individuals who:
- Are ambitious
- Have a helpful personality
- Show genuine enthusiasm for exceeding customer expectations
While previous customer service experience is helpful, it’s not essential. We value someone who can:
- Hold confident, engaging conversations
- Demonstrate a genuine passion for delivering exceptional service
At HSBC, we prioritise coaching and development. You’ll benefit from:
- Access to our learning platform
- Opportunities to develop and advance your career
Responsibilities
Within this role, you will:
- Provide exceptional face-to-face customer service in a timely manner, working in a fast-paced, busy branch environment while upholding our policies and procedures.
- Process a wide range of transactions with high accuracy.
- Ensure excellent attention to detail in all tasks.
- Actively educate customers about HSBC self-service devices and digital banking platforms.
- Collaborate within the dynamic branch team, seeking opportunities to improve workflows and processes for a better customer experience.
- Drive a culture of continuous improvement in banking services.
Requirements
To succeed in this role, you must:
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- Demonstrate exemplary communication skills, including the ability to:
- Engage in effective conversations
- Build strong customer connections
- Show empathy for customers’ needs
- Take proactive ownership of customer queries, ensuring resolutions that:
- Exceed expectations
- Provide a personalised, friendly, and efficient experience
- Foster long-term customer satisfaction
- Prove resilience and adaptability in a continuous changing environment.
Working Hours & Location
This is a full-time position, requiring 35 hours per week. Scheduled hours are as follows:
- Monday to Friday: 09:00–17:00
- Saturday (Dependent on branch): 09:00–13:30
Please note:
- Not all branches are open on Saturdays.
- You may occasionally be required to support other local branches within a reasonable distance, with reimbursement of expenses in line with HSBC Expenses Policy as compensation.
Internationally-employed candidates will be required to join under our Global Payroll Policy. (Note: If you're seeking approval to work in excess of 20 hours per week due to student visa restrictions, please note that we are unable to accommodate roles that don’t require 35 hours per week.)
Training
Before starting your role, you’ll complete a structured training program:
- Duration: 8 days split over 2 weeks, delivered in-branch.
- Training covers:
- Role-specific skills
- Systems used in the role
- HSBC’s products and services
- Due to the importance of training, full attendance is mandatory:
- You will not be permitted to take holidays during this period.
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Benefits
We offer:
-
A competitive **starting salary of £25,000 (35-hour working week)`, plus:
- Annual discretionary performance bonus available
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Six weeks’ paid holiday, including bank and public holidays with the option to purchase additional leave
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Perks at Work:
- Access to 30,000 national and local employee discounts
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Market-leading pensions, including previous employer contributions
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BUPA Healthcare (flexible private health benefits)
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Life Assurance, equivalent to four times your annual salary
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Flexible benefits platform offering:
- Upgraded health club memberships
- Retail voucher cards
- Car breakdown cover, and more
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Sharesave schemes Monthly savings plan benefiting from the option to buy HSBC shares at a discounted rate
Kindness & Culture
At HSBC, we believe in creating an inclusive and accessible workplace, ensuring that everyone can be at their best.
We commit to embedding diversity, equity, and inclusion (DEI) in our culture, welcoming everyone regardless of:
- Gender
- Ethnicity
- Disability
- Religion
- Sexual orientation
- Age
HSBC is a Disability Confident Leader, meaning we will offer interviews to applicants with disabilities, long-term conditions, or neurodivergent candidates who meet the minimum criteria for this role.
If you need accommodations to address accessibility needs during the recruitment process, please don’t hesitate to contact us:
HSBC Recruitment Helpdesk: 📧 Email: hsbc.recruitment@hsbc.com 📞 Telephone: +44 207 832 8500
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