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Universal Banker
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 to protect our customers
- Identify and support those in potentially vulnerable situations or with more complex needs, ensuring financial inclusion for all
We’re looking for passionate, ambitious individuals with a helpful personality. While previous Customer Service experience is helpful, it’s not essential. What matters most is your ability to hold a genuine, engaging conversation and your genuine passion for going above and beyond for customers—we can teach you the rest!
Key Responsibilities
Within this role, you will:
- Play a pivotal role as the first point of contact for customers, taking ownership of their individual needs and delivering an exceptional customer experience
- Be an integral part of customer education on HSBC’s digital services and fraud awareness
- Identify customers in vulnerable situations and determine the best way to support them
- Assist with complex banking needs to ensure customers feel supported and empowered
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Requirements
To succeed in this role, you’ll need:
- Excellent communication skills—ability to engage in meaningful conversations, build strong connections, and show empathy to customers
- Ownership mindset—capacity to take customer enquiries through to resolution, exceeding expectations with a personalised, friendly, and efficient service
- Resilience—ability to adapt to a continuously changing environment
Work Schedule & Location
This is a full-time role (35 hours per week). You will work:
- Monday to Friday: 09:00–17:00
- Saturday: 09:00–13:30 (Note: Not all branches are open on Saturdays)
Eligibility
Applicants must:
- Be UK residents aged 18+
- Have the valid right to work in the UK for a minimum of 14 months
- Be able to work 35 hours per week (student visas permitting work limitations may be ineligible)
Travel Requirements
You may occasionally support other local branches within a reasonable distance, with travel costs reimbursed in accordance with HSBC’s Expenses Policy.
Training
You’ll receive full on-the-job training, including:
- 9-day Customer Service Consultant training course (spread over 3 weeks)
- Growth area: Systems, products, and services we offer
Important: Training attendance is mandatory—no holidays will be granted during this period.
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Benefits
We offer a competitive compensation package and excellent benefits, including:
- Starting salary: £27,200 (35 hours/week)
- Discretionary performance bonus
- Annual leave: Over 6 weeks (including bank/public holidays) + option to purchase extra days
- Perks at Work – Access to 30,000+ employee discounts
- Market-leading pension contribution
- BUPA Healthcare
- Life Assurance (equivalent to four times your annual salary)
- Flexible Benefits such as:
- Health Club Memberships
- Retail Voucher Cards
- Car Breakdown Cover
- More!
- Sharesave Scheme – A monthly savings plan linked to discounted HSBC shares
Our Commitment to Diversity & Inclusion
At HSBC, we’re dedicated to creating diverse and inclusive workplaces—regardless of:
- Gender
- Ethnicity
- Disability
- Religion
- Sexual orientation
- Socio-economic background
- Age
We’re proud to be a Disability Confident Leader and guarantee interviews to candidates with disabilities, long-term conditions, or neurodivergence who meet the minimum role criteria.
Accommodations: If you need adjustments during recruitment, please contact our Recruitment Helpdesk at hsbc.recruitment@hsbc.com.
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