Customer Service Advisor

HSBC Group; Birmingham; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading global bank is seeking a Customer Service Advisor in Birmingham. The role involves delivering exceptional service, understanding customer needs, and ensuring positive experiences. Full training is provided, with a commitment to a minimum of 12 months. Compensation starts at £24,000 with benefits including paid holidays and gym access. The position allows for a hybrid working model, combining office and remote work for flexibility. Ideal candidates are resilient and possess strong customer service skills.

Benefits

On-site gym

Employee discounts

25 days' paid holiday

Qualifications

• Excellent customer service skills with a customer-centric mindset.
• Resilience and ability to handle competing priorities.
• Accountability in resolving customer queries.

Responsibilities

• Understand and resolve customer concerns effectively.
• Deliver quality service to ensure a positive customer experience.
• Follow processes and escalate when necessary.

Skills

Customer service

Effective communication

Empathy

Active listening

Digital fluency

Job description

Job Summary

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.

Key Responsibilities

• 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 and 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 make appropriate escalations where necessary.
• Digital fluency: have confidence and a good capability with technology.

Training Programme

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.

Application Process

1. Online Contact Centre Skills Assessment
2. Telephone‑based Recruiter Interview
3. Final face‑to‑face interview with the business and an online Values‑Based Assessment

Working Hours and Patterns

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.

Hybrid Working Environment

You will work at our office in Birmingham some of your time and then remotely from home. 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 that is free from the interruptions of day‑to‑day life. We will provide you with the technology required to do your role, but you need to have a home Fibre Broadband connection with a minimum speed of 10MPS.

Diversity & Inclusion

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.

Compensation & Benefits

As well as a salary starting from £24,000 for a 35‑hour week you can expect two fixed pay increments of £750 each in your first year (the first after your 6 months' probation, then at the end of your first year on completion of a competency assessment). 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.

Essential Skills

Active listening: listen carefully.