HSBC
Universal Banker
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Universal Banker
Customer Service Consultant – HSBC
What You'll Do
As a Customer Service Consultant, you’ll provide an outstanding service we can all 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, protecting our customers
- Identify and support vulnerable customers or those with complex needs
- Ensure financial inclusion for all
We’re looking for passionate, ambitious individuals with a helper’s personality—even if you don’t have prior customer service experience. What we need most are your conversational skills and a strong desire to exceed expectations for every customer.
At HSBC, we believe in coaching and development. You’ll have access to:
- Learning platforms
- Growth opportunities to advance your career
Key Responsibilities
In this role, you’ll:
- Be the first point of contact for customers, proactively solving their needs for a superior customer experience
- Educate customers on HSBC’s digital services and build fraud awareness
- Identify and assist vulnerable customers, ensuring personalised support
- Address complex banking queries with empathy and efficiency
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What You’ll Need
To thrive in this role, you should:
- Be a strong communicator, able to build rapport and show empathy
- Take ownership of resolutions, ensuring every query is fully addressed
- Deliver a generous, personalised, and sleek customer service experience
- Adapt to changing demands and remain resilient in a fast-paced environment
(Previous customer service experience is helpful but not essential.)
Location & Hours
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Role type: Full-time, 35 hours per week
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Working hours: Monday to Friday, 09:00–17:00, Saturday 09:00–13:30 (not all branches open on Saturdays)
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Eligibility: Open to UK residents aged 18+ with a valid right to work in the UK (minimum 14 months)
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Note: We cannot offer sponsorship. If your student visa restricts 35-hour work, your application won’t be progressed.
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Occasional travel for branch support may be requested within a reasonable distance (expenses reimbursed per HSBC Policy).
Training & Development
- 9-day on-the-job training course (split over three weeks)
- Covers:
- Branch systems
- Banking products
- HSBC services
- Training is mandatory—unable to take holidays during this period.
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What You’ll Get: Compensation & Benefits
Base Offer
- Starting salary: £27,200 (p/a, full-time)
- Annual discretionary performance bonus
Corporate Benefits
- 5.6 weeks’ paid holiday (including bank/public holidays + option to buy excess)
- Perks@Work Benefit: Discounts on 30,000+ national/local brands
- Market-leading pension scheme (employer contributions included)
- BUPA Healthcare
- Four-times-salary life assurance
- Flexible platform access: Upgrades to gym memberships, retail vouchers, car breakdown cover, etc.
- Sharesave scheme – Save monthly toward discounted HSBC shares
Diversity & Inclusion
At HSBC, we value: ✅ Diversity of gender, ethnicity, disability, religion, sexuality, background ✅ A worldview and deep commitment to inclusive workplaces—where everyone can thrive
As a Disability Confident Leader, we’ll assess qualifications and offer interviews to candidates with disabilities if minimum criteria are met.
Accommodation Support
If you have accessibility needs during recruitment, contact us at: hsbc.recruitment@hsbc.com.
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