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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 in how they wish to bank with us.
Our Customer Service Consultants actively:
- Raise fraud awareness, protecting our customers
- Identify and support those in potentially vulnerable situations
- Address more complex needs, ensuring financial inclusion for all
At HSBC, we’re passionate about coaching and developing our team. You’ll have access to our learning platform and opportunities for further career development.
Responsibilities
As a Customer Service Consultant, you will:
- Play a pivotal role within our Branch Customer Service Team as the first point of contact, taking ownership of customer needs to deliver an exceptional customer experience.
- Actively educate customers on HSBC digital services and promote fraud awareness.
- Identify customers experiencing vulnerability and assess the best support options available.
- Help customers with complex banking needs, ensuring their financial choices are both considered and supported.
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Requirements
To excel in this role, you should demonstrate:
- Excellent communication skills to engage in meaningful conversations, build strong connections, and show empathy towards customers.
- The ability to own customer enquiries from start to finish, ensuring resolutions that exceed expectations through a personalised, friendly, and efficient service.
- Resilience in adapting to a constantly changing working environment.
Working Arrangements
- Full-time position (35 hours per week)
- Core hours: Monday–Friday (09:00–17:00), Saturday (09:00–13:30, where applicable)
- Eligibility: Must be a UK resident over 18 with valid UK work rights for a minimum of 14 months (no sponsorship available). Note: Those on a student visa allowing fewer than 35 workflow hours may not be considered.
- Satellite visit policy: May occasionally support other local branches; travel costs reimbursed per HSBC Expenses Policy.
- Training requirement: 9-day paid position (spread over 3 weeks). Holidays cannot be taken during training.
Benefits
We offer an attractive starting salary of £27,200 per annum (35-hour week), plus discretionary performance bonuses.
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Additionally:
- Six weeks’ holiday (including bank/public holidays), with options to buy more.
- Perks at Work Benefit: Access to 30,000+ national and local discounts.
- Market-leading employer pension contribution.
- BUPA Healthcare.
- Life Assurance (four times annual salary equivalent).
- Flexible benefits platform (upgrades such as gym memberships, retail cashback, car breakdown cover, etc.).
- Sharesave schemes: Save monthly with options to buy HSBC shares at a discounted rate.
Our Commitment to Diversity
At HSBC, we foster diverse, inclusive workplaces that embrace different perspectives and experiences. Gender, ethnicity, disability, religion, sexual orientation, socio-economic background, and age are celebrated. We proudly hold the Disability Confident Leader status, ensuring all eligible candidates—including those with disabilities, long-term conditions, or neurodivergent traits—receive equal consideration in the interview process.
For accommodation needs during recruitment, please contact the Recruiter.
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