HSBC Global Services Limited
Overnights Customer Service Advisor
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We’re looking for people with a passion to support our ambition of being the most loved bank.
Have the experience of delivering outstanding customer service? Why not join our Premier Banking Overnights Team (based in Leeds and Maxim Park) as a Customer Service Advisor. We’re a 24/7 contact centre, operating 365 days of the year.
Requirements for the role
- Provide our customers with exceptional telephone-based customer service to help resolve their queries in a friendly and professional way.
- Be resilient, able to work in a busy contact centre environment, and hold conversations with customers on the telephone.
- Have the technical ability to use multiple systems to process a wide range of transactions at pace, whilst maintaining a high degree of accuracy.
- Be a problem solver with excellent attention to detail.
- Be happy to support in educating our customers around HSBC products and alternative digital banking platforms.
Training
Although customer service experience and crystal-clear communication is essential, you don’t need to have previous contact centre experience, as we can teach you everything you need to know via our comprehensive training programme.
Throughout training, advisors are supported in our academy with the support of a Development Officer. This is where you’ll be taking your first live customer calls.
Our training and academy hours are Monday to Friday 9am-5pm and training and academy support will be 100% face-to-face in the office.
If you are successful in your application, the specific training you require and for what duration will be confirmed depending on your prior experience and skills.
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Where possible we ask that you do not take any holidays during your training period as these will be limited during this period and can be discussed further at interview.
You must also be able to commit to the role for a minimum of 12 months.
Salary and Benefits
- Salary: The annual package will comprise of a competitive salary and potential step pay along with a £2300 annual overnight allowance.
- Holiday: 25 days paid holiday (+ bank holidays) + 52.5 additional hours
- Hours: 35 hours per week.
- Shifts: Monday to Sunday, 22:00 – 08:00
Working Patterns
Our Contact Centre is open 24/7, 365 days of the year. We have a variety of attractive compressed working patterns on offer.
Example: Rolling 2-week, 35 hours per week - compressed shift
Week 1:
- Monday: 22:30-07:30
- Tuesday: Off
- Wednesday: 22:00-8:00
- Thursday: Off
- Friday: Off
- Saturday: 22:00-08:00
- Sunday: 22:00-08:00
Week 2:
- Monday: 22:30-07:30
- Tuesday: Off
- Wednesday: 22:00-08:00
- Thursday: 22:00-08:00
- Friday: 22:00-08:00
- Saturday: Off
- Sunday: Off
If successful in your application, you will be offered a shift pattern similar to the above, taking into consideration both yours and the business’s needs.
Hybrid Working Requirements
We operate a hybrid working environment, meaning colleagues are required to work in the office for 60% of their time.
Overnight colleagues will be based in one of our 24/7 offices (Leeds or Maxim Park). Following training, you will be working from home initially with the expectation to come into the office one day a month. Occasionally, we may also need additional ad hoc days in the office. When this happens, we’ll plan these in advance and provide sufficient notice.
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To be able to work from home, you will need to ensure you have a suitable office set up which includes a desk and a chair in a location which is free from the interruptions of day-to-day life. We will provide you with the technology required to do your role, but you’ll need to have a home Fibre Broadband connection with a minimum speed of 10MPS.
We Value Difference
Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.
If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk: Email - hsbc.recruitment@hsbc.com or Telephone: +44 207 832 850.
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