Customer Service Consultant

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

Benefits offered by this job

Six weeks' holiday

Perks at Work discounts

Pension contribution

BUPA Healthcare

Life Assurance

Flexible benefits platform

Job summary

HSBC Group in the United Kingdom is seeking a Customer Service Consultant to deliver outstanding support, educate customers on digital platforms, and offer flexible banking options. You'll help protect customers with fraud awareness and support those with complex needs to ensure financial inclusion.

In this full-time role, you'll work 35 hours weekly (Mon-Fri 09:00-17:00 and Sat 09:00-13:30). You'll receive full training (9 days in-branch) and a starting salary of £27,200 plus a discretionary

Qualifications

• Experience in customer service is helpful but not essential
• Great conversational skills and a genuine passion for going above and beyond for customers
• Ability to educate customers on HSBC digital services and fraud awareness
• Ability to identify vulnerable customers and provide appropriate support
• Strong communication, empathy and problem-solving abilities

Responsibilities

• Be the first point of contact for customers and own their needs
• Educate customers on HSBC digital services and fraud awareness
• Identify vulnerable customers and determine the best way to support them
• Assist customers with complex banking needs and ensure they feel supported
• Engage in effective conversations with customers and provide a personalised, friendly service
• Own customer inquiries through to resolution in a changing environment

Skills

Customer service

Communication

Fraud awareness

Empathy

Financial inclusion

Job description

As a Customer Service Consultant, 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 Customer Service Consultants 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. 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! 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. Within this role you'll:

• 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
• 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

When & where you'll work

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). Applications are open to UK Residents over the age of 18 currently with the valid right to work in the UK for a minimum of 14 months, 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. 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.

Your Training

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.

What You'll Get!

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, socio-economic background 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 contact the Recruiter.