Customer Service Advisor

HSBC Bank Plc; Hamilton; Hybrid; GBP 21,600 - 26,400; Full time

Benefits offered by this job

Free parking

On-site gym

Lunch on us

Subsided nursery

25 days' holiday (+ bank holidays)

Employee discounts

Pension/healthcare schemes

Hybrid working

Job summary

HSBC Bank Plc in Hamilton is hiring a Customer Service Advisor to deliver outstanding customer support through a flexible 35-hour week and a hybrid working pattern.

You will receive paid training over 15 weeks, must be eligible to work in the UK aged 18+, and commit for 12 months; benefits include free parking, gym, lunch in first four weeks, nursery discount, 25 days holiday, plus pension/healthcare.

Qualifications

• Active listening and effective communication to understand customer concerns.
• Customer-centric mindset to deliver high-quality service.
• Empathy, resilience and accountability when handling queries.
• Ability to follow policy and escalate when needed.
• Digital literacy to navigate banking systems and channels.

Skills

Active listening

Effective communication

Customer-centric mindset

Empathy and support

Resilience

Accountability

Following process

Digital fluency

Job description

Overview

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.

As well as a salary starting from £24,000 for a 35-hour week, we offer free parking, on-site gym, 'lunch on us' for your first four weeks, 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.

Qualifications and skills

• 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 guidance.
• Following process: follow procedures or make appropriate escalations where necessary.
• Digital fluency: have confidence and a good capability with technology.

Training and development

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.

Role requirements

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, we will not be able to progress your application.

Application process

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

Working pattern and location

Our Contact Centre is open between 6am to 11pm, Monday to Sunday. We offer a variety of working patterns, 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, providing more freedom and flexibility on your days off. If successful, 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 Hamilton some of your time and then remotely from home. The contact centre will move to Maxim Park ML1 4WQ in 2025, so please consider if this is commutable. To work from home, you will need a suitable office setup (desk and chair) in a location free from interruptions. We will provide the required technology, but you\'ll need a home Fibre broadband connection with a minimum speed of 10 Mbps.

Diversity and inclusion

Being open to different points of view is important for our business and the communities we serve. HSBC is 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. We take pride in being a Disability Confident Leader and offer an interview to people with disabilities, long-term conditions, or neurodivergent candidates who meet the minimum criteria for the role.