Customer Service Consultant

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

Job summary

A major banking institution in Hereford seeks a Customer Service Consultant to provide exceptional service and support to customers. You'll play a vital role in educating customers on digital banking services and assisting those in vulnerable situations. This full-time role involves excellent communication skills, adaptability to change, and a passion for going above and beyond for clients. Enjoy benefits such as a competitive salary, flexible perks, and a commitment to inclusiveness in the workplace.

Benefits

Starting salary of £26,000

Over six weeks’ holiday

Employee discounts

Market-leading employer pension contribution

BUPA Healthcare Life Assurance

Flexible benefits platform

ShareSave schemes

Qualifications

• Demonstrate excellent communication skills to engage effectively.
• Take ownership of customer enquiries and deliver exceptional service.
• Be resilient in a changing environment.

Responsibilities

• Provide excellent customer service as the first contact point.
• Educate customers about HSBC's digital services.
• Identify and support vulnerable customers.

Skills

Excellent communication skills

Empathy

Resilience

Job description

About the role

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 have a helpful personality. Previous Customer Service experience is helpful but is not essential. What we really want 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 the opportunity to develop yourself and your career further.

Responsibilities

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.

Play an integral part in customer education around HSBC digital services and fraud awareness.

Identify customers who are in vulnerable situations and determine the best way we can support them.

Help our customers with more complex banking needs so 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 customers.
• Take ownership of customer enquiries through to resolution and pride yourself on delivering a customer experience that exceeds expectations, delivering a personalised, friendly & efficient service.
• Be resilient to a continuously changing environment.

Working Hours

Our Full‑Time roles are 35 hours per week between the hours of Monday to Friday 09:00‑17:00 and Saturday 09:00‑13:30 (not all branches open on Saturday). 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. 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.

Training

You’ll receive full in‑branch training to get you up to speed with the specifics of your job role, the systems you will use, and the products and services that HSBC offers. Our Customer Service Consultant training course is 9 days in total, split over 3 weeks.

As our training is important, you must attend the whole course; therefore, you will be unable to take holidays during your training period.

Benefits

• Starting salary of £26,000 based on 35 hours per week, plus an annual discretionary performance bonus.
• Over six weeks’ holiday, including bank and public holidays, with the option to buy more.
• Perks at Work benefits, giving you access to 30,000+ national and local employee discounts.
• Market‑leading employer pension contribution.
• BUPA Healthcare Life Assurance, equivalent to four times your annual salary.
• Access to a flexible benefits platform offering upgrades to Health Club Memberships, Retail Voucher Cards, Car Breakdown Cover and more.
• ShareSave 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, 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.