Customer Service Consultant - Edgware Station Road, London

HSBC Group; Edgware; On-site; GBP 26,000; Full time

Job summary

A leading global bank in Edgware seeks a Customer Service Consultant to deliver exceptional customer experiences and educate clients on digital services. Responsibilities include supporting vulnerable customers and managing enquiries. Competitive salary of £26,000 with benefits like healthcare, pension contributions, and extensive holiday options. Full training is provided over 9 days.

Benefits

Over six weeks' holiday

Perks at Work Benefit with discounts

Market-leading pension contributions

BUPA Healthcare

Life Assurance

Flexible benefits including health club memberships

Qualifications

• Passionate about delivering outstanding customer experience.
• Able to hold conversations and understand customer needs.

Responsibilities

• Be the first point of contact within the Customer Service Team.
• Educate customers about HSBC digital services and raise fraud awareness.
• Identify and support vulnerable customers.
• Assist customers with complex banking needs.
• Take ownership of customer enquiries from start to resolution.

Skills

Excellent communication skills

Customer service experience

Ability to engage effectively

Empathy

Resilience

Job description

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, ambitious, and helpful. Previous Customer Service experience is helpful but not essential. What we value most is someone who can hold a conversation and 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 opportunities to develop your career further.

Within this role, you will:

1. Be the first point of contact within our Branch Customer Service Team, taking ownership of individual customer needs, and delivering an exceptional experience.
2. Educate customers about HSBC digital services and raise awareness about fraud.
3. Identify vulnerable customers and determine how best to support them.
4. Assist customers with complex banking needs to ensure they feel supported and informed.
5. Demonstrate excellent communication skills, engage effectively, build strong connections, and show empathy.
6. Take ownership of customer enquiries from start to resolution, delivering a personalised, friendly, and efficient service.
7. Remain resilient in a continuously changing environment.

When & Where you'll work

Our 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 weekly. If you are on a student visa that restricts working hours, unfortunately, we cannot process your application. You may be asked to support other local branches, with expenses reimbursed according to HSBC Expenses Policy.

Your Training

You will receive full in-branch training over 9 days, split across 3 weeks, covering systems, products, and services. Attendance is mandatory for the entire training period, and holidays cannot be taken during this time.

What You'll Get!

We offer a starting salary of £26,000 for 35 hours per week, plus an annual discretionary performance bonus. Additional benefits include:

• Over six weeks' holiday, including bank and public holidays, with options to buy more.
• Perks at Work Benefit with access to 30,000+ discounts.
• Market-leading pension contributions.
• BUPA Healthcare.
• Life Assurance, up to four times your annual salary.
• Access to flexible benefits, including health club memberships, retail vouchers, and more.
• Sharesave schemes for discounted share purchases.

We value diversity and inclusion. HSBC is committed to creating accessible workplaces and is a Disability Confident Leader. We encourage candidates with disabilities, long-term conditions, or neurodivergence to apply and will offer interviews to those meeting minimum role criteria. For accommodations during the recruitment process, please contact our Recruitment Helpdesk via email or phone.