Customer Service Consultant - Harrow St Ann's Road

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

Job summary

A leading banking institution in Sheffield is seeking a Customer Service Consultant to provide outstanding service and support customers with their banking needs. You will educate customers about digital platforms and assist those in vulnerable situations. The position offers a salary of £26,000 with comprehensive training and numerous benefits, including over six weeks' holiday and BUPA healthcare.

Benefits

Over six weeks' holiday

Access to 30,000+ discounts

Market-leading employer pension

BUPA Healthcare

Life Assurance

Flexible benefits

Qualifications

• Passion for delivering outstanding customer experience.
• Ability to hold a conversation and support customers in complex needs.
• Resilience to a continuously changing environment.

Responsibilities

• Provide an exceptional customer experience as the first contact point.
• Educate customers on HSBC digital services and fraud awareness.
• Identify and support vulnerable customers.

Skills

Excellent communication skills

Customer service orientation

Empathy

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 really value 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. Play a pivotal role within our Branch Customer Service Team by being the first point of contact for our customers, taking ownership of their individual needs, and delivering an exceptional customer experience.
2. Play an integral part in customer education around HSBC digital services and fraud awareness.
3. Identify customers in vulnerable situations and determine the best way to support them.
4. Assist customers with more complex banking needs to ensure they feel supported in their choices.
5. Demonstrate excellent communication skills, engaging in effective conversations, building strong connections, and showing empathy.
6. Take ownership of customer enquiries through to resolution, delivering a personalized, friendly, and efficient service that exceeds expectations.
7. Be resilient to 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 Saturday). This position requires working 35 hours weekly. Please note, if you are on a student visa that does not permit 35 hours of work, we cannot proceed with your application. There may be occasions when you'll support other local branches within a reasonable distance, with any additional costs reimbursed per HSBC Expenses Policy.

Your training

You will receive full in-branch training to familiarize you with your role, systems, products, and services. The Customer Service Consultant training course lasts 9 days over 3 weeks. Attendance is mandatory; holidays during training are not permitted.

What you'll get

We offer an attractive starting salary of £26,000 based on 35 hours per week, plus an annual discretionary performance bonus. Benefits include:

• Over six weeks' holiday, including bank and public holidays, with options to buy more.
• Perks at Work benefit platform with access to 30,000+ discounts.
• Market-leading employer pension contributions.
• BUPA Healthcare.
• Life Assurance, up to four times your annual salary.
• Access to flexible benefits like health club memberships, retail vouchers, and more.
• Sharesave schemes—monthly savings plans with options to buy HSBC shares at a discount.

At HSBC, we value diversity and inclusion. We are committed to creating accessible workplaces for everyone and are proud to be a Disability Confident Leader. If you need accommodations during recruitment, please contact our Recruitment Helpdesk at [phone] or via email.