Customer Contact Centre Advisor - M&S Bank

HSBC; Chester; Hybrid; GBP 22,000 - 27,000; Full time

Job summary

A leading financial services provider in Chester is seeking enthusiastic individuals for a Customer Support role in their Contact Centre. You will assist customers with inquiries, providing excellent support while maintaining and updating account details. Ideal candidates will possess strong communication skills and a passion for helping others. This role requires flexibility in working hours, including weekends and evenings.

Qualifications

• Enthusiastic and customer-focussed individuals needed.
• Active listening and empathy are crucial.
• Resilience to handle difficult calls is required.

Responsibilities

• Provide high levels of customer support.
• Build rapport through effective communication.
• Handle and resolve customer complaints.

Skills

Customer focussed

Active listening

Resilience

Excellent communicator

Good digital skills

Job description

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!

What you'll be doing

Our mission is to make things easy for customers and delight them when we can - that's where you come in! You'll be there to answer the phone and help or support our customers with whatever they need at that time. So, you'll be doing things like:

• 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.

What we're looking for

We're looking for enthusiastic, customer-focussed, resilient people to join our Contact Centre team. We'll provide training, so it doesn't matter if you've never worked in a contact centre before. Whatever your experience and background, we'd love for you to join us! Here are the sorts of skills we are looking for:

• 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

Our contact centre is open 8am-8pm 7 days a week so your working pattern would include working some weekends and evenings, but 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. Please be aware applications are open to all UK residents over the age of 18 currently 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.