Customer Service Consultant - Tunbridge Wells, Mount Pleasant

HSBC Global Services Limited; Royal Tunbridge Wells; On-site; GBP 26,000 - 30,000; Full time

Job summary

HSBC Global Services Limited is seeking a Customer Service Consultant to deliver exceptional service and support to customers. This role involves educating customers on digital banking, handling inquiries, and ensuring financial inclusion. With a starting salary of £26,000 and extensive training, this position offers opportunities for career development in a diverse and inclusive environment.

Benefits

Annual discretionary performance bonus

Over six weeks’ holiday

Access to 30,000+ discounts

Market-leading employer pension contributions

BUPA Healthcare

Life Assurance

Flexible benefits platform

Sharesave schemes

Qualifications

• Ability to take ownership of customer inquiries.
• Demonstrate excellent communication skills.
• Resilience to adapt to a changing environment.

Responsibilities

• Provide outstanding customer service and support.
• Educate customers on digital services and fraud awareness.
• Identify and support customers in vulnerable situations.

Skills

Communication skills

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 to protect 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. We value 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:

• 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.
• Participate in customer education around HSBC digital services and fraud awareness.
• Identify customers in vulnerable situations and determine how we can best support them.
• Assist customers with more complex banking needs to ensure they feel supported in their choices.

What do I need to be successful?

• Demonstrate excellent communication skills, enabling effective conversations, building strong connections, and showing empathy.
• Ability to take ownership of customer inquiries through to resolution, delivering a personalized, friendly, and efficient service that exceeds expectations.
• Resilience to adapt 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 Saturdays).
Please note that if you are on a student visa that does not permit 35 hours per week, we cannot progress your application.
Support to other local branches within a reasonable distance may be requested, with costs reimbursed per HSBC Expenses Policy.

Your Training

You will receive full in-branch training over 9 days across 3 weeks, covering systems, products, and services. Attendance is mandatory; holidays during training are not permitted.

What You’ll Get!

• An attractive starting salary of £26,000 based on 35 hours/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, including access to 30,000+ discounts.
• Market-leading employer pension contributions.
• BUPA Healthcare.
• Life Assurance, up to four times your annual salary.
• Access to a flexible benefits platform with upgrades like Health Club Memberships, Retail Vouchers, and more.
• Sharesave schemes – a monthly savings plan with an option to buy HSBC shares at a discount.

We value diversity and inclusion. HSBC is committed to creating an accessible workplace and is a Disability Confident Leader. We encourage applicants with disabilities, long-term conditions, or neurodivergence to apply and will offer accommodations during the recruitment process.

For accommodations or questions, contact our Recruitment Helpdesk:
Email: hsbc.recruitmenthsbc
Phone: [phone]