CC Voice Agent RBWM

HSBC Holdings plc; Chester; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

On-site gym

Starbucks

Pension

Retail discounts

Wellbeing support

Volunteering day

Job summary

M&S Bank, part of HSBC, is hiring for a customer service role based in Chester with a hybrid pattern (60% office / 40% home). You will be the first point of contact for customers by phone, helping them with queries and guiding them through our digital banking services.

Training is provided, no contact centre experience is required. The role offers a starting salary of £25,000 with an annual bonus potential and a range of benefits, including an on-site gym and wellbeing support.

Qualifications

• Customer-focused with a problem-solving mindset.
• Excellent communication and listening skills.
• Comfort with learning new digital tools and systems.
• Resilient and eager to learn in a fast-paced environment.
• No prior contact centre experience required; full training provided.

Responsibilities

• Be the first point of contact for customers via phone.
• Provide support, resolve queries, and guide customers through digital banking services.
• Handle complaints with empathy and ownership.
• Suggest improvements to enhance the customer experience.

Skills

Customer-focused

Communication

Digital literacy

Resilience

Willingness to learn

Tools

CRM systems

Digital tools

Job description

Chester (Hybrid – 60% office / 40% home)

Salary starting from £25,000 + annual bonus

About M&S Bank

We’re proud to bring the trusted values of Marks & Spencer into banking by giving money more sparkle. As part of HSBC, M&S Bank offers a unique blend of retail heritage and financial expertise. We’re here to make banking feel more personal — and that starts with how we support our people.

The Opportunity

This is more than a customer service role — it’s a launchpad for your career. Whether you’re new to financial services or looking to grow, we’ll support your development every step of the way.

What You’ll Do

• Be the first point of contact for customers via phone
• Provide support, resolve queries, and guide customers through our digital banking services
• Handle complaints with empathy and ownership
• Suggest improvements to enhance the customer experience

What You’ll Bring

• Passion for helping people and solving problems
• Strong communication and listening skills
• Confidence using digital tools and the ability to learn and use various systems and applications.
• Resilience and a willingness to learn
• No contact centre experience needed — full training provided

What You’ll Get

• On-site gym and Starbucks
• Flexible benefits including pension, retail discounts, and wellbeing support
• One paid volunteering day per year
• Recognition through Spotlight awards and access to M&S Bank Arena events

Our contact centre is open 8am-8pm 7 days a week so your working pattern will include working some weekends and evenings, but we’ll chat through the shift patterns during the recruitment process.

HSBC is committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We are proud members of the Disability Confident Scheme and will offer an interview to disabled candidates who meet the minimum criteria for the role. If you would like to receive any information in a different way or would like us to do anything differently to help you apply for our roles, please contact our Recruitment Helpdesk:

Email: [e-mail]

Telephone: [phone].

Within the workplace you will have access to various employee resource groups which aim to promote and achieve a healthy work / life balance and support our diversity ambitions. HSBC has processes in place to avoid nepotism. This means we will avoid circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process.