Customer Service Advisor

HSBC Global Services Limited; Glasgow; Hybrid; GBP 24,000 - 28,000; Full time

Job summary

Join a forward-thinking company as a Customer Service Advisor, where your passion for exceptional service will shine. This full-time role offers a competitive starting salary and the flexibility of hybrid working. You will receive comprehensive training to equip you with the skills needed to excel in customer interactions. With a focus on empathy and accountability, you'll help foster positive relationships with customers. Enjoy a range of benefits including 25 days of paid holiday, subsidized on-site nursery, and an on-site gym. If you're ready to make a difference in the banking sector, this is the opportunity for you!

Benefits

Free parking

On-site gym

Lunch on us for first four weeks

Subsidized on-site nursery

25 days paid holiday

Employee discounts

Pension scheme

Healthcare schemes

Qualifications

• No banking or customer service experience required.
• Essential skills include active listening and effective communication.

Responsibilities

• Deliver exceptional customer service and support.
• Resolve queries in line with policies and guidelines.

Skills

Active listening

Effective communication

Customer-centric mindset

Empathy and support

Resilience

Accountability

Following Processes

Digital Fluency

Job description

Customer Service Advisor

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 the rewards of working for one of the world’s leading banks.

We offer a starting salary from £24,000 for a 35-hour week, along with benefits such as free parking, an on-site gym, ‘lunch on us’ for your first four weeks, subsidized on-site nursery, 25 days’ paid holiday (+ bank holidays), employee discounts, pension and healthcare schemes. We also provide hybrid working to give you flexibility.

No banking or customer service experience is required, but we look for essential skills:

• Active listening: listen carefully, retain key details, and understand customer concerns.
• Effective communication: clearly convey information, ask questions, and ensure understanding.
• Customer-centric mindset: aim to deliver quality service and foster positive relationships.
• Empathy and support: understand customer perspectives and tailor your approach.
• Resilience: stay calm under pressure and manage competing priorities.
• Accountability: resolve queries in line with policies and guidelines.
• Following Processes: adhere to procedures and escalate when necessary.
• Digital Fluency: be confident with technology.

We provide comprehensive training over 15 weeks to equip you with the necessary knowledge, supported by our Academy where you'll take your first live calls with peer coaching. Training hours are Monday to Friday, 9am-5pm, in-office, and holiday during this period should be limited and discussed at interview. A minimum commitment of 12 months is required.

Applications are open to UK residents over 18 with a valid right to work. We cannot offer sponsorship. This is a full-time role requiring 35 hours weekly. If on a student visa that restricts hours, unfortunately, your application cannot be progressed.

The application process includes:

1. Online Contact Centre Skills Assessment
2. Telephone-based Recruiter Interview
3. Final face-to-face interview and online Values-Based Assessment

The Contact Centre operates from 6am to 11pm, Monday to Sunday, with flexible shift patterns, including compressed shifts with up to 3 days off per week. Successful candidates will discuss shift patterns during onboarding.

Our hybrid working model involves working partly at our office in Hamilton (moving to Maxim Park ML1 4WQ in 2025) and remotely from home. You must have a suitable home workspace and a broadband connection of at least 10 Mbps. We provide necessary technology.

HSBC values diversity and inclusion, creating accessible workplaces for all. We are a Disability Confident Leader and will offer interviews to candidates with disabilities or neurodivergence who meet the role’s minimum criteria.

For accommodations during recruitment, contact our Recruitment Helpdesk:

Email: hsbc.recruitmenthsbc
Phone: [phone]