Branch Customer Experience Consultant

HSBC; Workington; On-site; GBP 23,000 - 31,000; Full time

Benefits offered by this job

Holiday allowance

Employee discounts

Pension plan

Healthcare

Life insurance

Flexible benefits

Sharesave

Job summary

HSBC is hiring a Customer Service Consultant in the United Kingdom. You will educate customers to use digital platforms, offer flexible banking options, and help protect them from fraud while ensuring financial inclusion.

The role emphasizes exceptional service, empathy, and ownership of customer inquiries. You will receive full in-branch training over 9 days across 3 weeks and are expected to work 35 hours weekly, Monday to Friday 09:00-17:00 with Saturday 09:00-13:30.

Qualifications

• Demonstrate excellent communication skills enabling you to engage in effective conversations, build strong connections and show empathy to our customers
• The ability to take ownership of customer enquiries through to resolution, you’ll pride yourself on delivering a customer experience that exceeds expectations, delivering a personalised, friendly and efficient service
• Be resilient to a continuously changing environment

Responsibilities

• Play a pivotal role within our Branch Customer Service Team by being the first point of contact for our customers, take ownership of their individual needs and deliver an exceptional customer experience
• Play an integral part in customer education around HSBC digital services and fraud awareness
• Identify customers who are in vulnerable situations and determine the best way we can support them
• Help our customers with more complex banking needs to ensure they feel supported in their choices

Skills

Communication

Ownership

Empathy

Resilience

Tools

Fraud awareness

Job description

HSBC is hiring a Customer Service Consultant in the United Kingdom. You will educate customers to use digital platforms, offer flexible banking options, and help protect them from fraud while ensuring financial inclusion.

The role emphasizes exceptional service, empathy, and ownership of customer inquiries. You will receive full in-branch training over 9 days across 3 weeks and are expected to work 35 hours weekly, Monday to Friday 09:00-17:00 with Saturday 09:00-13:30.