Customer Service Advisor

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

Job summary

Join a leading bank as a Customer Service Advisor, providing exceptional support and problem-solving for customers. Enjoy a starting salary of £24,000, comprehensive training, and a hybrid working environment with various benefits.

Benefits

Free parking

On-site gym

'Lunch on us' for first four weeks

Subsidized on-site nursery

25 days’ paid holiday (+ bank holidays)

Employee discounts

Pension/healthcare schemes

Responsibilities

• Deliver exceptional customer service and support.
• Resolve customer queries in line with policies.
• Adhere to procedures and escalate when necessary.

Skills

Active listening

Effective communication

Customer-centric mindset

Empathy

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 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 the first four weeks, and subsidized on-site nursery. Our comprehensive benefits also include 25 days’ paid holiday (+ bank holidays), employee discounts, and pension/healthcare schemes. We support hybrid working to give you flexibility.

You don’t need prior banking or customer service experience, but we look for essential skills:

1. Active listening: listen carefully, retain key details, and understand customer concerns.
2. Effective communication: clearly convey information, ask questions, and ensure understanding.
3. Customer-centric mindset: aim to deliver quality service for positive customer experiences and long-term relationships.
4. Empathy and support: understand the customer’s perspective and adapt your approach accordingly.
5. Resilience: stay calm when dealing with questions, priorities, and workload demands.
6. Accountability: resolve queries in line with policies and guidelines.
7. Following process: adhere to procedures and escalate when necessary.
8. Digital fluency: be confident and capable with technology.

We will train you comprehensively over 15 weeks to familiarize you with our systems, products, and role expectations, supported by our Academy where you'll start taking live calls with peer coaching. Training hours are Monday to Friday, 9am-5pm, face-to-face in the office. We ask that you avoid taking holidays during training, which can be discussed at interview. A minimum commitment of 12 months is required.

Applicants must be UK residents over 18 with valid right to work, and we cannot provide sponsorship. If on a student visa that restricts working hours, please note 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

Our contact centre operates from 6am to 11pm, Monday to Sunday, with flexible shift patterns, including compressed shifts with up to three days off weekly. For example, one week Monday to Friday, 8am-6pm; the next week, Monday, Wednesday, Thursday, and Sunday, 8am-6pm. Shift patterns will be discussed if you are successful.

We support a hybrid working environment, requiring a suitable home office setup with a desk, chair, and a reliable fibre broadband connection (minimum 10 Mbps). We will provide the necessary technology.

We value diversity and inclusion at HSBC, committed to creating accessible workplaces for everyone, regardless of gender, ethnicity, disability, religion, sexual orientation, or age. We are a Disability Confident Leader and will offer interviews to candidates with disabilities or neurodivergent conditions who meet role criteria.

If you require accommodations during the recruitment process, contact our Recruitment Helpdesk:

Email: [e-mail]
Phone: [phone]