Customer Service Consultant

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

Benefits offered by this job

Six weeks holiday

Perks at Work

Life Assurance

Flexible Benefits Platform

Sharesave scheme

Job summary

HSBC in the United Kingdom is seeking a Customer Service Consultant to be the first point of contact in branch, delivering an outstanding experience and educating customers on HSBC digital services.

You will identify vulnerable customers, handle more complex banking needs, and participate in a 35-hour week Monday to Friday plus Saturday morning. Training is provided; starting salary is £27,200 with a discretionary annual bonus and flexible benefits.

Qualifications

• Excellent communication skills enabling effective conversations and empathy with customers.
• Ability to take ownership of customer enquiries through to resolution.
• Resilience in a continuously changing environment.
• Previous customer service experience is helpful but not essential.

Responsibilities

• Be the first point of contact in our Branch Customer Service Team and deliver an exceptional customer experience.
• Educate customers on HSBC digital services and fraud awareness to empower their choices.
• Identify customers in vulnerable situations and determine the best way to support them.
• Assist customers with more complex banking needs to ensure they feel supported.

Skills

Communication skills

Empathy

Customer service

Ownership

Job description

Area of Interest: Branch and Retail Banking

Role Workstyle: Office Worker

Date: 29 Aug 2026

What you'll do

The role of a Customer Service Consultant is to 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 are 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 are 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 are passionate about coaching and developing our people, you will have access to our learning platform and the opportunity to develop yourself and your career further.

Within this role you will:

• 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.

What do I need to be successful?

• 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 will pride yourself on delivering a customer experience that exceeds expectations, delivering a personalised, friendly & efficient service.
• Be resilient to a continuous changing environment.

Our Full-Time roles are 35 hours per week between the hours ofMonday to Friday 09:00-17:00andSaturday 09:00-13:30. (Not all our branches are open on a Saturday) 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 will 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 & local employee discounts.
• 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.

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.

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