Customer Experience Specialist – In-Branch & Digital Banking

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

Benefits offered by this job

Six weeks' holiday

Perks at Work – discount platform

Pension contributions

Life Assurance (4x salary)

Flexible benefits platform

Sharesave schemes

Job summary

HSBC is seeking a Customer Service Representative to deliver outstanding service in a busy branch, taking ownership of customer inquiries and transactions while guiding customers on self‑service devices and digital banking options.

You will work 35 hours per week, Mon-Fri 09:00-17:00 and Sat 09:00-13:30, with some branch variations. Training is provided and a discretionary annual bonus accompanies a comprehensive benefits package.

Qualifications

• Excellent communication to have effective conversations with customers.
• Ability to take ownership from enquiry to resolution and provide personalised service.
• Comfort with a changing environment and fast-paced branch work.

Responsibilities

• Provide exceptional face-to-face customer service in a busy branch and adhere to policies.
• Process a wide range of transactions with high accuracy and attention to detail.
• Educate customers on HSBC self-service devices and digital platforms.
• Collaborate with the branch team to improve workflows and banking processes.

Skills

Communication

Ownership

Empathy

Problem solving

Resilience

Job description

HSBC is seeking a Customer Service Representative to deliver outstanding service in a busy branch, taking ownership of customer inquiries and transactions while guiding customers on self‑service devices and digital banking options.

You will work 35 hours per week, Mon-Fri 09:00-17:00 and Sat 09:00-13:30, with some branch variations. Training is provided and a discretionary annual bonus accompanies a comprehensive benefits package.