Customer Service Advisor

HSBC Holdings plc; Birmingham; Hybrid; GBP 25,000 - 27,000; Full time

Benefits offered by this job

On-site gym

Lunch on us

Pension/Healthcare

Job summary

HSBC Holdings plc is seeking a Customer Service Advisor in Birmingham. The role offers a starting salary of £25,000 for a 35-hour week, with two fixed increments of £750 during the first year subject to eligibility and competency assessments.

Benefits include an on-site gym, lunch on us, 25 days of holiday plus bank holidays, pension/healthcare schemes, and hybrid working arrangements. No prior banking experience is required; training spans 15 weeks with face-to-face sessions and in-office

Qualifications

• Active listening to understand customers’ concerns and clearly articulate solutions.
• Clear and concise communication to resolve issues and set expectations.
• Customer-centric mindset to ensure positive experiences and lasting relationships.
• Empathy to support customers and adapt approach to individual needs.
• Resilience to stay calm under pressure and manage heavy workloads.
• Accountability to resolve queries in line with policy and guidelines.
• Following procedures and knowing when to escalate for the right outcome.
• Proficiency with technology to navigate banking products and systems.

Skills

Active listening

Effective communication

Customer-centric mindset

Empathy and support

Resilience

Accountability

Following Process

Digital Fluency

Job description

Are you enthusiastic about delivering exceptional customer service? Do you excel at staying composed while communicating and solving problems to ensure customers feel supported? If so, join us as a Customer Service Advisor and enjoy all the rewards of working for one of the world’s leading banks.

As well as a salary starting from £25,000 for a 35-hour week, you can expect two fixed pay increments of £750 each in your first 12 months, the first subject to meeting the relevant eligibility criteria (including successful completion of the 4 month probation period) and the second after completing a competency assessment at the end of your first 12 months’ service. We also offer an on-site gym, and ‘lunch on us’ scheme - not to mention an impressive range of company benefits including 25 days’ paid holiday (+ bank holidays), employee discounts and pension/healthcare schemes. We also provide hybrid working which gives you the best of both worlds.

You don’t have to bring us banking or even customer service experience, but there are essential skills that we look for:

• Active listening: listen carefully, retain key details, and accurately understand our customers’ concerns.
• Effective communication: clearly communicate information, ask the right questions, and ensure customers understand solutions.
• Customer-centric mindset: always aim to deliver a quality service for our customers so they have a positive experience to ensure longer lasting relationships.
• Empathy and support: understand the customer’s perspective and tailor your approach accordingly to support.
• Resilience: remain calm when dealing with customer questions, competing priorities and a demanding workload.
• Accountability: resolve customer queries in-line with policy and guideline.
• Following Process: follow procedures or making appropriate escalations where necessary.
• Digital Fluency: have confidence and a good capability with technology.

We can teach you everything else you need to know via our comprehensive training programme. This will be across 15 weeks to get you up-to-speed with your role, our systems, and products, and supported in our Academy where you’ll be taking your first live customer calls with the support of a peer coach. 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. Where possible we ask that you do not take any holidays during this time as this 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.

Applications are open to 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. This is a full-time position that requires you to work 35 hours per week. 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.

Our application process consists of:

• A telephone-based Recruiter Interview
• Final face-to-face interview with the business and an online Values Based Assessment

Our Contact Centre is open between 6am to 11pm Monday to Sunday. We have a variety of working patterns created to suit you, including compressed shifts with up to 3 days off each week! For example: Monday to Friday 8am to 6pm one week, and then Monday, Wednesday, Thursday, and Sunday 8am-6pm the next. This shift offers an alternating pattern each week allowing you more freedom and flexibility on your days off. If successful in your application, an appropriate available shift pattern will be discussed with the team.

We operate a hybrid working environment, which means you will work at our office in Birmingham some of your time and then remotely from home. 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.

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.

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