Customer Service Advisor

HSBC Holdings plc; Glasgow; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Free parking

Lunch on us

Subsidised nursery

25 days holiday (+ bank holidays)

Employee discounts

Pension/healthcare schemes

Hybrid working

Job summary

HSBC Holdings plc is hiring a Customer Service Advisor in a hybrid role. The position offers a starting salary of £25,000 for a 35-hour week, with two fixed pay increments in the first year, subject to criteria and performance.

Benefits include free parking, a “lunch on us” scheme, subsidised nursery, 25 days of holiday plus bank holidays, employee discounts, pension/healthcare schemes, and a strong benefits package. Training spans 15 weeks in the office with live support and coaching.

Qualifications

• Excellent communication and active listening to understand customer concerns.
• Ability to clearly explain solutions and ask the right questions.
• Customer-focused mindset to build lasting relationships.

Responsibilities

• Handle customer inquiries with high service standards.
• Communicate solutions clearly and accurately to customers.
• Remain calm and professional when addressing issues.
• Escalate where required following policy and guidelines.
• Maintain accurate records of customer interactions in the system.
• Contribute to a positive customer experience and outcomes.
• Adapt to changing shifts and patterns in a hybrid work model.
• Demonstrate digital fluency in using banking systems.

Skills

Active listening

Effective communication

Customer-centric mindset

Empathy and support

Resilience

Accountability

Following process

Digital fluency

Job description

Do you enjoy talking to customers and providing them with an exceptional 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 free parking, 'lunch on us' scheme, and subsided on-site nursery - 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.

• 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 in our Academy (where you will 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. You will be required to work in the office three days per week, with the option to request workplace adjustments if required after joining.

We operate a hybrid working environment, which means you will work at our office in Maxim Park ML1 4WQ some of your time and then remotely from home. So please do consider if this will be commutable for you. 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 will need to have a home Fibre Broadband connection with a minimum speed of 10MPS.