Customer Service Consultant

HSBC Group; Wembley; On-site; GBP 27,000 - 34,000; Full time

Benefits offered by this job

Six weeks holiday

Performance bonus

Pension contribution

BUPA Healthcare

Life Assurance

Sharesave scheme

Discount platform

Job summary

HSBC Group is hiring a Customer Service Consultant to provide outstanding in-branch service, educate customers on digital banking, and protect against fraud. The role focuses on compassionate communication, handling diverse customer needs, and guiding clients to suitable HSBC services.

Training is provided; the position is full-time (35 hours/week) with a 9:00–17:00 weekday schedule and Saturday mornings. Starting salary is £27,200 with a discretionary annual bonus and extensive benefits.

Qualifications

• Excellent communication skills enabling effective conversations with customers.
• Ability to show empathy and handle potentially vulnerable situations with care.
• Willingness to learn and develop through HSBC training and learning platforms.

Responsibilities

• Be the first point of contact for customers in-branch, owning their needs and delivering an exceptional experience.
• Educate customers on HSBC digital services and fraud awareness to support financial inclusion.
• Assist customers with more complex banking needs and ensure they feel supported in their choices.

Skills

Communication skills

Empathy

Customer service mindset

Job description

What you'll do

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 experiencePlay an integral part in customer education around HSBC digital services and fraud awarenessIdentify customers who are in vulnerable situations and determine the best way we can support themHelp 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 customersThe 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 serviceBe 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 morePerks at Work Benefit where you will be able to access to 30,000+ national and local employee discountsA market-leading employer pension contributionBUPA HealthcareLife Assurance, equivalent to four times your annual salaryAccess to a flexible benefits platform offering upgrades to Health Club Memberships, Retail Voucher Cards, Car Breakdown Cover and moreSharesave 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, 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.