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Customer Service Consultant
About the Role
As a Customer Service Consultant, you’ll provide an outstanding service our customers can rely on, educating them to help them use our digital platforms and offering a choice of how they may wish to bank with us. Our team actively raises fraud awareness, protecting your customers while identifying and supporting those in vulnerable situations or with more complex needs, ensuring financial inclusion for all.
We’re looking for people passionate about delivering a world-class customer experience. Ambitious candidates with a helpful and engaging personality who believe in going above and beyond will stand out— customer service experience is helpful but not essential. What matters most is your ability to hold a meaningful conversation and your genuine enthusiasm for supporting customers to the best of your abilities.
At HSBC, we’re dedicated to coaching and developing our team. You’ll have access to our learning platform with opportunities to advance both personally and professionally.
Key Responsibilities
Within this role, you’ll:
- Act as a pivotal first point of contact for our customers, show ownership of their needs, and deliver an exceptional customer experience
- Play a key role in educating customers about HSBC digital services and raising fraud awareness
- Identify customers in vulnerable situations and determine how best to support them
- Assist customers with more complex banking needs, ensuring they feel fully understood and supported in their decisions
Essential Requirements
To succeed in this role, you should:
- Communicate effectively: Engage in meaningful conversations, build meaningful connections, and demonstrate empathy toward our customers
- Ownership mindset: Take full responsibility for customer enquiries, resolving them whilst delivering a personalised, friendly, and efficient service that exceeds expectations
- Resilience: Adapt confidently in a continuously changing environment while maintaining focus on delivering exceptional results
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Working Patterns
Hours & Availability
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Full-time role: 35 hours per week
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Hours of operation:
- Monday to Friday: 09:00–17:00
- Saturday (branch dependent): 09:00–13:30 (not all branches are open on Saturdays)
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Right to work eligibility: The role is open to UK residents aged 18+ with at least 14 months of valid right-to-work status in the UK. We do not offer sponsorship for this position.
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Student visas: If your visa restricts you to fewer than 35 hours a week, we cannot proceed with your application.
Note: There may be times where we ask you to support nearby branches within reasonable commuting distance, with additional travel costs fully reimbursed as per the HSBC Expenses Policy.
Training
- You’ll receive full on-site training in your branch, covering:
- Job-specific responsibilities
- Systems you’ll use
- Comprehensive knowledge of HSBC’s products, services, and financial offerings
- Our Customer Service Consultant training is 9 days split over three weeks in order to ensure you are fully prepared.
- Note: Due to the importance of training, we require full attendance—you will be unable to take holidays during this period.
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Benefits & Rewards
Attractive Compensation
- Starting salary: £27,200 per year (on a 35-hour workweek), with an annual discretionary performance bonus.
Additional Benefits
- Holiday entitlement: 6 weeks’ paid leave (including bank and public holidays). May purchase additional days.
- Work Perks: Access to Perks at Work platforms, including 30,000+ national and local discounts for employees.
- Pension: Market-leading employer contributions to your pension scheme.
- Healthcare: BUPA Healthcare for financial peace of mind.
- Life Assurance: Covers four times your annual salary.
- Flexible benefits portal: Options for upgrades, such as:
- Health club memberships
- Retail voucher cards
- Car breakdown cover
- Sharesave schemes: Opportunities to save monthly toward discounted HSBC shares.
Our Commitment to Inclusion and Diversity
At HSBC, we celebrate diverse perspectives, ensuring our workplaces are accessible and inclusive for everyone—regardless of gender, ethnicity, disability, religion, sexual orientation, socio-economic background, or age. Our mission is to remove barriers and create a workplace where everyone can thrive.
- As a Disability Confident Leader, we guarantee interviews for any applicants with disabilities, long-term health conditions, or neurodivergent needs who meet the minimum requirements for the role.
- If the recruitment process requires adjustments or accommodations due to additional needs, please contact us via the Recruitment Helpdesk: hsbc.recruitment@hsbc.com.
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