Customer Service Consultant - Edinburgh, Hanover Street

TN United Kingdom; City of Edinburgh; On-site; GBP 26,000 - 30,000; Full time

Job summary

A leading company in the banking sector is seeking a Customer Service Consultant to provide exceptional service and educate customers on digital platforms. The role involves supporting vulnerable customers and ensuring financial inclusion. Candidates should possess excellent communication skills and a passion for delivering outstanding customer experiences. Full-time positions offer a structured training program and a competitive salary with various benefits.

Benefits

Over six weeks’ holiday

Perks at Work discounts

Life Assurance (4x salary)

Flexible benefits platform

Sharesave schemes

Qualifications

• Prior customer service experience is helpful but not essential.
• Ability to connect and go above and beyond for customers.

Responsibilities

• First point of contact in Branch Customer Service Team.
• Educate customers about digital services and fraud awareness.
• Support vulnerable customers appropriately.

Skills

Communication

Empathy

Resilience

Job description

Job Description

What you'll do

The role of a Customer Service Consultant is to provide outstanding service, educate customers on digital platforms, and promote banking options. You will actively raise fraud awareness, support vulnerable customers, and ensure financial inclusion. We seek passionate individuals who enjoy delivering excellent customer experiences, are ambitious, helpful, and can engage in meaningful conversations. Prior customer service experience is helpful but not essential; we value your ability to connect and go above and beyond for customers.

At HSBC, we are committed to coaching and development, offering access to our learning platform to support your career growth.

Responsibilities include:

• Being the first point of contact in our Branch Customer Service Team, taking ownership of customer needs, and providing exceptional service.
• Educating customers about HSBC digital services and fraud awareness.
• Identifying vulnerable customers and supporting them appropriately.
• Assisting customers with complex banking needs to ensure they feel supported.

Success criteria:

• Excellent communication skills, empathy, and ability to engage effectively.
• Ownership of customer inquiries from start to resolution, delivering personalized, friendly, and efficient service.
• Resilience in a dynamic environment.

Work Schedule

Full-time roles are 35 hours per week, Monday to Friday 09:00-17:00, and Saturday 09:00-13:30 (not all branches open on Saturday). If on a student visa, please note work hours restrictions. You may be asked to support other local branches, with expenses reimbursed.

Training

Complete a 9-day in-branch training course over 3 weeks. Attendance is mandatory, and holidays during training are not permitted.

Compensation and Benefits

Starting salary of £26,000 for 35 hours/week, plus a discretionary performance bonus. Benefits include:

• Over six weeks’ holiday including bank/public holidays, with options to buy more.
• Perks at Work discounts.
• Life Assurance (4x salary).
• Flexible benefits platform.
• Sharesave schemes.

We value diversity and inclusion, are a Disability Confident Leader, and encourage applicants with disabilities or neurodivergent conditions to apply. For accommodations during recruitment, please contact our Recruitment Helpdesk.