Customer Service Advisor

HSBC; Leeds; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Free parking

Lunch on us

On-site nursery

25 days holiday

Employee discounts

Pension/healthcare schemes

Hybrid working

Job summary

HSBC in Leeds is seeking a Customer Service Advisor to deliver exceptional support to customers. The role offers hybrid working, a starting salary of £25,000 for a 35-hour week, and two fixed pay increments of £750 each in the first year after probation and competency assessment.

You will undergo 15 weeks of training in-office, with shifts including early mornings and evenings; long-term commitment of 12 months is expected. For non-UK residents, sponsorship is not available.

Qualifications

• Strong active listening and clear communication to understand and resolve queries.
• Customer-centric mindset focused on delivering high-quality service.
• Empathy, resilience and the ability to stay calm under pressure.
• Accountability for resolving queries in line with policy and guidelines.
• Ability to follow procedures and escalate when needed.
• Digital fluency with banking systems and online tools.

Skills

Active listening

Effective communication

Customer-centric mindset

Empathy

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 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 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.

You don’t have to bring us banking or even customer service experience, but there are essential skills that we look for:

• 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’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.

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 8amto 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’ll 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 Leeds 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’ll need to have a home Fibre Broadband connection with a minimum speed of 10MPS.

Opening up a world of opportunity.

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.