HSBC
Universal Banker
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Customer Service Consultant
What You'll Do
As a Customer Service Consultant, you’ll provide an outstanding service we can all be proud of:
- Educate our customers to enable them to use our digital platforms
- Offer customers a choice for banking
- Actively raise fraud awareness to protect our customers
- Identify and support customers in vulnerable situations or with complex needs to ensure financial inclusion for all
We’re looking for ambitous individuals with a helpful personality and a passion for delivering an unmatched customer experience. Prior customer service experience is beneficial but not essential. You must possess excellent conversational skills and a genuine commitment to going above and beyond for customers—everything else we will teach you.
At HSBC, we are deeply committed to coaching and professional growth. You will have full access to our learning platform and numerous opportunities to develop both yourself and your career.
Role Details
Key Responsibilities
You’ll play an integral role within our Branch Customer Service Team:
- Serve as the first point of contact for customers
- Own and address their individual needs
- Deliver an exceptional customer experience
- Educate customers about our digital services and promote fraud awareness
- Identify and support vulnerable customers, determining the most effective solutions available
- Assist with more complex banking needs to ensure customers feel empowered and supported
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Success Requirements
To excel in this role, you should be able to:
- Demonstrate exceptional communication skills, emphasizing empathy, connection building, and dialogue.
- Own and resolve customer queries end-to-end, ensuring high-quality experiences beyond expectations—providing personalised, friendly and efficient service.
- Adapt to rapid change and provide Resilient performance.
Working Location & Hours
- 35 hours per week, Monday to Friday between 09:00-17:00 and Saturday 09:00-13:30 (Note: not all branches open on Saturdays).
- Occasionally support nearby branches, with any costs reimbursed under HSBC’s Expense Policy.
Visa Note:
Applications from students on visas that restrict working to less than 35 hours weekly will not be progressed.
Training Program
- 9-day training course split over 3 weeks, designed to upskill effectively.
- Training covers:
- Job role specifics
- Required systems
- HSBC products and services
- Mandatory attendance; no holidays permitted during training.
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Compensation & Benefits
Salary & Bonuses
- Starting salary: £27,200 (based on 35 hours)
- Annual discretionary performance bonus available
Work-Life Balance
- Up to six weeks’ holiday, including bank/public holidays. Additional leave can be purchased.
- Availability of Perks at Work discounts—accessing 30,000+ available offers.
Pensions & Healthcare
- Market-leading employer pension contribution.
- BUPA Healthcare coverage.
- Life Assurance, equivalent to four times your annual salary.
Flexible Benefits
Options include:
- Health club memberships
- Retail voucher cards
- Car breakdown cover
Sharesave Scheme
- Monthly savings plan with the potential to purchase HSBC shares at a discounted rate.
Commitments to Diversity & Inclusion
We prioritise diverse and inclusive workplaces, valuing individuals regardless of gender, ethnicity, disability, religion, sexual orientation, or age. As a Disability Confident Leader, HSBC ensures an accessible hiring process for all.
To participate in the application process with accommodations, please reach out to our recruitment helpdesk:
Email: hsbc.recruitment@hsbc.com Telephone: +44 207 832 8500
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