HSBC Global Services Limited
Universal Banker
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Universal Banker
Customer Service Consultant
### About the Role
As a Customer Service Consultant, you’ll provide outstanding service, empowering customers to bank confidently through our digital platforms. You’ll engage in meaningful conversations, raise fraud awareness, and support vulnerable or complex cases to ensure financial inclusion for all.
We’re looking for individuals who are:
- Passionate about delivering exceptional customer experiences
- Ambitious and eager to grow in their career
- Helpful, empathetic, and able to go above and beyond for customers
While prior customer service experience is beneficial, it is not mandatory. Our focus is on your conversational skills and genuine commitment—we’ll provide the learning and development needed.
Key Responsibilities
Within this role, you’ll:
- Act as the first point of contact for customers, taking ownership of their needs and ensuring an exceptional experience
- Educate customers on HSBC’s digital services and promote fraud awareness
- Identify customers in vulnerable situations, ensuring appropriate support is provided
- Assist customers with complex banking needs while empowering their financial choices
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Requirements
To be successful, you should:
- Demonstrate excellent communication skills, fostering strong relationships and showing empathy
- Take accountability for resolutions, ensuring personalised, friendly, and efficient service
- Show resilience in a dynamic and evolving environment
Hours & Location
- Full-time role (35 hours per week)
- Monday to Friday: 09:00 – 17:00
- Saturday: 09:00 – 13:30 (Note: Not all branches operate on Saturdays)
Important: If you hold a student visa that restricts you to fewer working hours, your application will not be considered.
Potential travel support: You may occasionally assist nearby branches—travel expenses covered in line with HSBC’s Expenses Policy.
Training & Development
- 9-day training course (split over 3 weeks) covering job role specifics, systems, and HSBC’s products/services
- No holidays during training—full attendance is required
Benefits
Your compensation package includes:
- £27,200 starting salary (35 hours/week) + annual discretionary bonus
- Holiday: Over 6 weeks, inclusive of bank/public holidays (option to purchase extra)
- Perks at Work: Access to 30,000+ discounts for national/local shopping
- Pension: Market-leading employer contribution
- Healthcare: BUPA benefits
- Life Assurance: Cover equivalent to four times annual salary
- Flexible Benefits Platform: Upgrades including health club memberships, voucher cards, and car breakdown cover
- Sharesave Scheme: Monthly savings plan with discounted HSBC share-purchase benefits
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Company Commitment to Diversity & Inclusion
We foster diverse and inclusive workplaces, welcoming individuals regardless of:
- Gender
- Ethnicity
- Disability
- Religion
- Sexual orientation
- Age
An HSBC Disability Confident Leader, we guarantee interviews to disabled candidates, those with long-term conditions, or neurodivergent applicants who meet the hiring criteria.
Need accommodations during recruitment? Contact our Recruitment Helpdesk:
- Email: hsbc.recruitment@hsbc.com
- Telephone: +44 207 832 8500
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