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Universal Banker
Customer Service Consultant
About the Role
As a Customer Service Consultant, you’ll provide outstanding service we can all be proud of, educating customers to enable their use of our digital platforms and offering flexibility in how they bank. You’ll actively raise fraud awareness, protect our customers, and support those in vulnerable or complex situations to ensure financial inclusion for all.
We’re looking for people who are passionate about delivering an exceptional customer experience, are ambitious, and have a helpful personality. While previous customer service experience is helpful, it’s not essential. What we’re most interested in is someone who can engage in meaningful conversations and genuinely loves going the extra mile for customers—everything else, we’ll teach you!
At HSBC, we’re committed to coaching and developing our teams. You’ll have access to our learning platform and opportunities to grow both personally and professionally.
What You’ll Do
As a Customer Service Consultant within our Branch Customer Service Team, you’ll:
- Be the first point of contact for customers and take ownership of their needs to deliver an exceptional customer experience.
- Play a key role in educating customers about HSBC digital services and fraud awareness.
- Identify customers in vulnerable situations and determine the best support for them.
- Assist customers with complex banking needs, ensuring they feel fully supported.
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What You’ll Need
To succeed in this role, you’ll:
- Have excellent communication skills, enabling you to engage in effective conversations, build strong relationships, and show empathy.
- Take ownership of customer enquiries, ensuring issues are resolved to exceed expectations by delivering a personalised, friendly, and efficient service.
- Show resilience in working within a dynamic and evolving environment.
Working Hours & Location
This is a full-time role (35 hours per week) with the following schedule:
- Monday to Friday: 09:00–17:00
- Saturday: 09:00–13:30 (Note: not all branches are open on Saturdays)
Occasionally, we may ask you to support nearby branches (with travel costs reimbursed in line with HSBC’s Expenses Policy).
⚠️ Important: If you’re currently on a student visa that limits work to fewer than 35 hours per week, we cannot progress your application.
Your Training
You’ll undergo full in-branch training to prepare for your role, including:
- Familiarisation with job-specific systems, products, and services we offer.
- A 9-day Customer Service Consultant training course spread over 3 weeks.
As training is crucial, you’ll need to commit fully and cannot take holidays during this period.
What You’ll Get
- Atractive starting salary: £27,200 (based on 35 hours/week), plus an annual discretionary performance bonus.
- Holiday entitlement: Over six weeks, including public/bank holidays, with the option to buy more.
- Perks at Work Benefit: Access to 30,000+ employee discounts (national and local).
- Market-leading employer pension contributions.
- BUPA Healthcare coverage.
- Life Assurance equivalent to four times your annual salary.
- Flexible benefits platform, including upgrades to:
- Health club memberships
- Retail voucher cards
- Car breakdown cover
- And more.
- Sharesave schemes: A monthly savings plan with an option to buy HSBC shares at a discounted rate.
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Diversity & Inclusion
Being open to different perspectives is essential for our business and communities. At HSBC, we’re dedicated to creating diverse and inclusive workplaces, ensuring everyone—regardless of gender, ethnicity, disability, religion, sexual orientation, or age—can thrive.
We are a Disability Confident Leader, offering interviews to candidates with disabilities, long-term conditions, or neurodivergent backgrounds who meet the minimum criteria.
If you require adjustments or reasonable accommodations during the recruitment process, please contact our Recruitment Helpdesk:
- Email: hsbc.recruitment@hsbc.com
- Telephone: +44 207 832 8500
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