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Customer Service Consultant – HSBC
About the Role
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.
You’ll play an active role in:
- Raising fraud awareness and protecting customers
- Identifying and supporting vulnerable individuals
- Ensuring financial inclusion for all complex banking needs
We’re looking for motivated individuals with a passion for delivering exceptional customer experiences—previous experience is not essential, but what matters most is your ability to connect, empower, and go the extra mile.
At HSBC, we invest in coaching and development. You’ll access our learning platform and have opportunities to grow your career while contributing to a supportive, inclusive culture.
Key Responsibilities
Within this role, you’ll:
- Be the first point of contact for customers, taking ownership of their needs and delivering an exceptional experience.
- Play a crucial part in educating customers about HSBC digital services and fraud awareness.
- Identify vulnerable customers and determine the best ways to support them.
- Assist with complex banking enquiries to ensure customers feel well-informed and supported.
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Do You Have What It Takes?
To be successful, you’ll need to:
- Communicate effectively—build strong relationships and show empathy with customers.
- Take ownership of enquiries to resolution, ensuring a personalised, friendly, and efficient service that exceeds expectations.
- Adapt to a fast-paced environment with resilience and a problem-solving mindset.
Working Hours & Location
This is a full-time role (35 hours/week) with the following schedule:
- Monday to Friday: 09:00–17:00
- Saturday (some branches): 09:00–13:30 (Note: Not all branches open Saturdays)
Eligibility:
- Must be UK residents over 18, have the right to work in the UK for 14+ months (no sponsorship available).
- (Direct applications assumed ineligible if on a restricted visa, e.g., those unable to work 35+ hours per week.)
Grassroots support: You may occasionally assist nearby branches at no cost to you, reimbursed under HSBC’s Expenses Policy.
Training & Development
You’ll receive comprehensive in-branch training, split over nine days across three weeks, covering:
- Job role specifics
- Core systems and processes
- HSBC’s products and services
(During training, no holidays are permitted due to mandatory attendance.)
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Why Join HSBC?
We offer an outstanding rewards package, including:
- £27,200 starting salary (plus annual discretionary bonus)
- 6 weeks’ holiday (including public and bank holidays; optional extra days available)
- Perks@Work discounts (30,000+ national and local deals)
- Pension contribution (competitive market-leading scheme)
- BUPA healthcare
- Life Assurance (equivalent to 4x annual salary)
- Flexible benefits (membership upgrades, vouchers, car breakdown cover, etc.)
- Sharesave scheme (monthly savings-style program with share discounts)
Our Commitment to Diversity & Inclusion
At HSBC, we believe in fostering a diverse and inclusive workplace where everyone can thrive. We embrace candidates from all backgrounds—whether by gender, ethnicity, disability, religion, sexual orientation, socioeconomic status, or age—and are committed to removing barriers to success.
We are Disability Confident Leaders and will interview anyone who meets the minimum criteria, including those with disabilities, neurodivergent individuals, or long-term conditions. If you require accommodations during the recruitment process, please contact our Recruitment Helpdesk at hsbc.recruitment@hsbc.com.
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