Customer Service Consultant

HSBC Group; Harlow; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Holiday package

Perks at Work

Pension plan

BUPA Healthcare

Life Assurance

Flexible benefits

Sharesave

Job summary

HSBC Group in the United Kingdom is seeking a Universal Banker to deliver outstanding service, educate customers on digital platforms, and promote financial inclusion. You will play a pivotal role within Branch Customer Service, taking ownership of customer needs and delivering an exceptional experience.

We look for someone who can educate customers about HSBC digital services and fraud awareness, identify vulnerable customers, and assist with more complex banking needs to ensure customers feel

Qualifications

• Excellent communication and empathy to engage customers.
• Training course: in-branch training for 9 days over 3 weeks.
• Experience in customer service is helpful but not essential.

Responsibilities

• Be the first point of contact in Branch Customer Service Team and own customer needs to deliver an exceptional experience.
• Educate customers about HSBC digital services and fraud awareness.
• Identify customers in vulnerable situations and determine the best support they need.
• Help customers with more complex banking needs to ensure they feel supported in their choices.
• Take ownership of customer enquiries through to resolution and deliver a personalised, friendly service.

Job description

As a Universal Banker, you'll provide an outstanding service we can all be proud of, educating our customers to enable them to use our digital platforms, giving them a choice of how they wish to bank with us. Our Universal Bankers actively raise fraud awareness protecting our customers and will identify and support those who are in potentially vulnerable situations or have more complex needs ensuring financial inclusion for all.,

• Play a pivotal role within our Branch Customer Service Team by being the first point of contact for our customers, take ownership of their individual needs and deliver an exceptional customer experience
• Play an integral part in customer education around HSBC digital services and fraud awareness
• Identify customers who are in vulnerable situations and determine the best way we can support them
• Help our customers with more complex banking needs to ensure they feel supported in their choices, This is a full-time role that requires you to work 35 hours per week between the hours of Monday to Friday 09:00-17:00 and Saturday 09:00-13:30. (Not all our branches are open on a Saturday). 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. There may be times when we may ask you to support other local branches within a reasonable distance to you with any additional costs reimbursed in line with HSBC Expenses Policy.
• You'll receive full training in-branch to get you up to speed with the specifics of your job role, the systems you will use, as well as the products and services that HSBC offer. Our Customer Service Consultant training course is 9 days in total split over 3 weeks. As our training is important, we require you to attend the whole course therefore you will be unable to take holidays during your training period.
  We're looking for people who are passionate about delivering an outstanding customer experience, people who are ambitious and have a helpful personality. Previous Customer Service experience is helpful but is not essential. What we're really interested in is someone who can hold a conversation and who has a genuine passion for going above and beyond for customers - everything else we can teach you!, Demonstrate excellent communication skills enabling you to engage in effective conversations, build strong connections and show empathy to our customers
• The ability to take ownership of customer enquiries through to resolution, you'll pride yourself on delivering a customer experience that exceeds expectations, delivering a personalised, friendly and efficient service
• Be resilient to a continuous changing environment
  At HSBC we're passionate about coaching and developing our people, you'll have access to our learning platform and the opportunity to develop yourself and your career further.
  We offer an attractive starting salary of £27,200 based on 35 hours per week, plus an annual discretionary performance bonus.

You’ll also receive:

• Over six weeks’ holiday. This includes bank and public holidays with the option to buy more
• Perks at Work Benefit where you will be able to access to 30,000+ national and local employee discounts
• A market-leading employer pension contribution
• BUPA Healthcare
• Life Assurance, equivalent to four times your annual salary
• Access to a flexible benefits platform offering upgrades to Health Club Memberships, Retail Voucher Cards, Car Breakdown Cover and more
• Sharesave schemes - a monthly savings plan linked to an option to buy shares in HSBC at a discounted rate

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. If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk