Customer Service Consultant - Cramlington, Bamburgh House

HSBC; Cramlington; On-site; GBP 26,000 - 30,000; Full time

Job summary

A leading company in banking seeks a Customer Service Consultant in Cramlington. This role focuses on delivering exceptional service, educating customers on digital banking, and supporting those with complex needs. The position offers comprehensive training and a supportive work environment, with opportunities for career advancement.

Benefits

Over six weeks’ holiday

Perks at Work discounts

Life Assurance

Access to a benefits platform

Sharesave schemes

Qualifications

• Previous customer service experience is helpful but not essential.
• Ability to take ownership of inquiries through to resolution.

Responsibilities

• Provide outstanding service and educate customers on digital platforms.
• Identify and support vulnerable customers appropriately.

Skills

Communication

Empathy

Resilience

Job description

Customer Service Consultant - Cramlington, Bamburgh House

Brand: HSBC

Area of Interest: Branch and Retail Banking

Location: Cramlington, GB, NE23 6QE

Work style: Office Worker

Date: 17 May 2025

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, protect our customers, and identify/support those in vulnerable situations or with complex needs, ensuring financial inclusion for all.

We are looking for passionate individuals who are committed to delivering an excellent customer experience, ambitious, and helpful. Previous customer service experience is helpful but not essential. We value those who can hold a conversation and have a genuine passion for going above and beyond for customers – everything else we can teach you!

At HSBC, we are dedicated to coaching and developing our staff, providing access to our learning platform and opportunities for career advancement.

Within this role, you will:

• Be the first point of contact within our Branch Customer Service Team, taking ownership of customer needs and delivering exceptional service.
• Educate customers about HSBC digital services and fraud awareness.
• Identify vulnerable customers and support them appropriately.
• Assist customers with complex banking needs to ensure they feel supported and informed.

What do I need to be successful?

• Excellent communication skills to engage effectively, build connections, and show empathy.
• Ability to take ownership of inquiries through to resolution, delivering a personalized, friendly, and efficient service.
• Resilience to adapt to a continuously changing environment.

When & where you'll work

Full-time roles are 35 hours per week, Monday to Friday 09:00-17:00, and Saturday 09:00-13:30 (not all branches are open on Saturdays). This position requires working 35 hours per week. Please note, if you are on a student visa that restricts work hours, we cannot proceed with your application. There may be occasions when support is needed at other local branches, with expenses reimbursed per HSBC Expenses Policy.

Your Training

You will receive comprehensive in-branch training over 9 days, spread across 3 weeks, covering systems, products, and services. Attendance is mandatory for the entire training period; holidays during this time are not permitted.

What You’ll Get!

Starting salary of £26,000 for 35 hours per week, plus an annual discretionary bonus. Benefits include:

• Over six weeks’ holiday, including bank and public holidays, with options to buy more.
• Perks at Work discounts at 30,000+ retailers.
• Life Assurance equal to four times your annual salary.
• Access to a benefits platform with various upgrades.
• Sharesave schemes — a monthly savings plan with discounted share purchase options.

HSBC values diversity and inclusion, striving to create accessible workplaces for everyone, regardless of gender, ethnicity, disability, religion, sexual orientation, or age. We are proud to be a Disability Confident Leader and will offer interviews to qualified candidates with disabilities or neurodivergence. For accommodations during recruitment, contact our Recruitment Helpdesk.