Customer Contact Centre Advisor - M&S Bank

HSBC; Chester; On-site; GBP 20,000 - 28,000; Full time

Job summary

A financial institution is seeking a customer support representative to provide exceptional service, handle customer inquiries, and advocate for users of digital platforms. Candidates should excel in communication, problem-solving, and possess strong customer-focused skills. This role requires resilience and the ability to multitask. The working schedule includes weekends and evenings.

Qualifications

• Ability to provide great customer experience.
• Capable of handling difficult situations with empathy.
• Must be passionate about helping others.

Responsibilities

• Provide highest levels of customer support.
• Build rapport with customers through active listening.
• Handle and resolve customer complaints effectively.
• Maintain and update customer account details.
• Advocate for customer understanding of digital platforms.
• Suggest improvements for customer experience.

Skills

Customer focussed

Active listening

Excellent communication

Good digital skills

Problem-solving

Resilience

Organizational skills

Patience

Job description

Overview

We are Marks & Spencer's financial partner and part of the HSBC Group, and our aim is to bring the trusted M&S values to banking by Giving Money More Sparkle. At M&S Bank, we offer a range of financial services, from credit cards to savings products, loans to insurance; and we have the widest selection of travel money currencies available on the high street at our M&S Bureau de Change. We value difference and understand that we succeed together when you can bring your whole self to work - you feel better and work better, and that's good for everyone! We take responsibility for creating an inclusive culture for everyone - our colleagues, our customers, and our communities. Together, we get it done!

Responsibilities

• Providing the highest levels of customer support.
• Building rapport through listening, asking questions, and then providing relevant solutions to customers.
• Sometimes you'll have to handle complaints, taking ownership and resolving them.
• Maintaining and updating customer account details.
• Acting as a digital advocate, helping our customers understand and use our digital platforms to service their accounts.
• Being the voice of the customer by suggesting improvements we can make to improve customer experience.

Qualifications

• Customer focussed and love giving great customer experience.
• Active listening and responding with empathy.
• Passionate about helping others and solving problems.
• Resilience to handle difficult calls or when working alone.
• Excellent communicator (verbal and written).
• Comfortable multitasking, staying organised and motivating yourself.
• Passion for learning.
• Good digital skills.
• Patience.

Additional information

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

Please note if you are on a student visa that does not allow you to work 35 hours per week, unfortunately, we will not be able to progress your application. Applications are open to all UK residents over the age of 18 with a valid right to work in the UK; we are unable to offer sponsorship for this role.

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.