Customer Service Advisor

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

Job summary

HSBC is seeking a Customer Service Advisor in Leeds. Responsibilities include delivering exceptional customer service and supporting customers while developing essential skills. A competitive starting salary of £24,000 is offered, along with training and a hybrid work model. Candidates must be UK residents over 18.

Benefits

Free parking

On-site gym

'Lunch on us' for the first four weeks

Subsidized on-site nursery

25 days’ paid holiday (+ bank holidays)

Employee discounts

Pension

Healthcare schemes

Qualifications

• No banking or customer service experience required.
• Applicants must be UK residents over 18 with valid right to work in the UK.

Responsibilities

• Deliver exceptional customer service.
• Stay composed while solving problems and supporting customers.

Skills

Active listening

Effective communication

Customer-centric mindset

Empathy and support

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 your first four weeks, subsidized on-site nursery, 25 days’ paid holiday (+ bank holidays), employee discounts, pension, and healthcare schemes. We also provide a hybrid working model, giving you flexibility between office and remote work.

No banking or customer service experience is required, but essential skills include:

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 and foster positive relationships.
4. Empathy and support: Understand customer perspectives and tailor your approach.
5. Resilience: Remain calm under pressure and handle demanding workloads.
6. Accountability: Resolve queries in line with policies and guidelines.
7. Following process: Adhere to procedures and escalate when necessary.
8. Digital fluency: Confidently use technology and digital tools.

We will provide comprehensive training over 15 weeks to prepare you for your role, including live customer calls supported by a peer coach. Training hours are Monday to Friday, 9am-5pm, conducted face-to-face at our Leeds office. During this period, holidays should be minimized and discussed at interview. A minimum commitment of 12 months is required.

Applicants must be UK residents over 18 with valid right to work in the UK. We cannot sponsor visas. If you are on a student visa that restricts working hours, please note this application will not be considered.

The application process includes:

• Online Contact Centre Skills Assessment
• Telephone Recruiter Interview
• 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 weekly. Successful candidates will discuss shift options during onboarding.

Our hybrid working environment combines office presence in Leeds with remote work. You will need a suitable home workspace and a broadband connection of at least 10Mbps. Technology will be provided.

We value diversity and inclusion at HSBC. 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 the recruitment process, contact our Recruitment Helpdesk at [e-mail] or [phone].