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Customer Service Consultant – HSBC
About the Role
As a Customer Service Consultant at HSBC, you’ll deliver an outstanding service that exceeds customer expectations. Your role includes educating customers to leverage our digital platforms, raising fraud awareness, and identifying those in vulnerable situations or with complex needs to ensure financial inclusion for all.
We’re looking for enthusiastic, ambitious individuals with strong communication skills and a passion for providing exceptional support. While previous customer service experience is beneficial, it’s not essential—what matters most is empathy, a motivating personality, and a commitment to going above and beyond.
At HSBC, we prioritise coaching and development, offering access to our learning platform to help you grow in your career.
Key Responsibilities
- Serve as the first point of contact for customers, addressing their individual needs with ownership and excellence.
- Educate customers on HSBC’s digital services and emphasise fraud awareness.
- Identify and support customers in vulnerable situations, determining the best ways to assist them.
- Address complex banking needs, ensuring customers feel supported in their choices.
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Essential Requirements
You will succeed if you:
- Have excellect communication skills—able to engage in meaningful conversations, build strong connections, and demonstrate empathy.
- Take proactive ownership of customer inquiries from start to resolution, exceeding expectations with a personalised, friendly, and efficient service.
- Adapt effectively to a fast-changing environment with resilience and determination.
Work Schedule
- Full-time, 35 hours per week.
- Monday to Friday: 09:00–17:00 (some branches open Saturdays, 09:00–13:30—availability may vary).
- Must have licence to work in the UK valid for 14+ months (sponsorship not available).
- **Important for students: Applicants on student visas allowing fewer than 35 hours weekly will not be considered.
When required, you may support neighbouring branches within reasonable travel distance, with expenses reimbursed per HSBC’s Expenses Policy.
Training Programme
- A 9-day training programme (split over 3 weeks) covering:
- Job-specific skills
- Systems and HSBC’s products and services
- Attendance during the full training period is mandatory—schedule changes or holidays may not be possible.
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Benefits & Perks
- £27,200 starting salary (35 hours), with an annual performance bonus.
- 6 weeks paid holiday (+ public/bank holidays; additional leave available for purchase).
- Perks at Work Benefits with access to 30,000+ discounts nationwide/local deals.
- Market-leading pension contributions.
- BUPA Healthcare, Life Assurance ( equivalent to 4× salary), and a flexible benefits platform offering upgrades, such as:
- Health club memberships
- Retail voucher cards
- Car breakdown cover
- Sharesave schemes—monthly savings plans with potential to buy HSBC shares at discounted rates.
Commitment to Diversity & Inclusion
HSBC values diversity and inclusion, ensuring our workplace welcomes all backgrounds, talents, and perspectives. As a Disability Confident Leader, we’re committed to removing barriers and offering interviews to disabled, long-term condition, and neurodivergent applicants meeting essential criteria.
If you require adjustments during recruitment, contact the recruiter directly.
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