CC Voice Inbound Agent

HSBC; Motherwell; Hybrid; GBP 25,000 - 29,000; Full time

Benefits offered by this job

Overnight allowance

Holiday entitlement: 25 days

Job summary

HSBC is recruiting for an Overnights Customer Service Advisor in the Premier Banking Overnights Team based at Maxim Park. This 24/7 contact centre handles customer queries with a focus on exceptional phone support and accurate processing across multiple systems.

Training lasts around 15 weeks on site, after which you’ll work from home with one office day per month unless otherwise planned. A 12-month minimum commitment applies, with 25 days holiday and a £2,300 overnight allowance.

Qualifications

• Provide our customers with exceptional telephone-based customer service to help resolve their queries in a friendly and professional way.
• Be resilient, able to work in a busy contact centre environment, and hold conversations with customers on the telephone.
• Have the technical ability to use multiple systems to process a wide range of transactions at pace, whilst maintaining a high degree of accuracy.
• Be a problem solver with excellent attention to detail.
• Be happy to support in educating our customers around HSBC products and alternative digital banking platforms.

Responsibilities

• Provide our customers with exceptional telephone-based customer service to help resolve their queries in a friendly and professional way.
• Be resilient, able to work in a busy contact centre environment, and hold conversations with customers on the telephone.
• Have the technical ability to use multiple systems to process a wide range of transactions at pace, whilst maintaining a high degree of accuracy.
• Be a problem solver with excellent attention to detail.
• Be happy to support in educating our customers around HSBC products and alternative digital banking platforms.

Skills

Phone-based customer service

Communication

Multitasking

Attention to detail

Problem solving

Tools

CRM software

Job description

Overnights Customer Service Advisor

We’re looking for people with a passion to support our ambition of being the most loved bank.Have the experience of delivering outstanding customer service? Why not join our Premier Banking Overnights Team (based in Maxim Park as a Customer Service Advisor.) We’re a 24/7 contact centre, operating 365 days of the year.

Requirements for the role

• Provide our customers with exceptional telephone-based customer service to help resolve their queries in a friendly and professional way.
• Be resilient, able to work in a busy contact centre environment, and hold conversations with customers on the telephone.
• Have the technical ability to use multiple systems to process a wide range of transactions at pace, whilst maintaining a high degree of accuracy.
• Be a problem solver with excellent attention to detail.
• Be happy to support in educating our customers around HSBC products and alternative digital banking platforms.

Training

Although customer service experience and crystal-clear communication is essential, you don’t need to have previous contact centre experience, as we can teach you everything you need to know via our comprehensive training programme. Throughout training, advisors are supported in our academy with the support of a Development Officer. This is where you’ll be taking your first live customer calls.

Our training and academy hours are Monday to Friday 9am-5pm and training and academy support will be 100% face-to-face in the office.

If you are successful in your application, the specific training you require and for what duration will be confirmed depending on your prior experience and skills.

Where possible we ask that you do not take any holidays during your training period as these will be limited during this period and can be discussed further at interview.

You must also be able to commit to the role for a minimum of 12 months.

Salary

The annual package will comprise of a competitive salary of £25,000 and potential step pay along with a £2300 annual overnight allowance.

Holiday

25 days paid holiday (+ bank holidays) + 52.5 additional hours

Hours

35 hours per week.

Shifts

Monday to Sunday, 22:00 – 08:00

Working patterns: Our Contact Centre is open 24/7, 365 days of the year. We have a variety of attractive compressed working patterns on offer.

Example: Rolling 2-week, 35 hours per week - compressed shift

Week 1: Monday: 22.30-07.30 | Tuesday: Off | Wednesday: 22:00-8:00 | Thursday: Off | Friday: Off | Saturday: 22.00-08.00 | Sunday: 22.00-08.00 Week 2: Monday: 22:30-07:30 | Tuesday: Off | Wednesday: 22:00-08.00 | Thursday: 22:00-08.00 | Friday: 22:00-08.00 | Saturday: Off | Sunday: Off

Working requirements

Overnight colleagues will be based in one of our 24/7 offices (Maxim Park). Training period will be around 15 weeks where the training will continue from 9 AM – 5 PM, 5 days a week, onsite. Following training, you will be working from home initially with the expectation to come into the office one day a month. Occasionally, we may also need additional ad hoc days in the office. When this happens, we’ll plan these in advance and provide sufficient notice.

To be able to work from home, you will need to ensure you have a suitable office set up which includes a desk and a chair in a location which is free from the interruptions of day-to-day life. We will provide you with the technology required to do your role, but you’ll need to have a home Fibre Broadband connection with a minimum speed of 10MPS.

We value difference: Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk: Email - [e-mail] or Telephone: [phone]

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via [e-mail].