Customer Service Representative

HSBC Group; Bath; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Discretionary bonus

Six weeks holiday (incl bank holidays)

Perks at Work access

Pension contribution

BUPA Healthcare

Life Assurance

Flexible benefits platform

Sharesave schemes

Job summary

HSBC Bath is seeking a Customer Service Representative to provide outstanding face-to-face service in a busy branch. You will educate customers on self-service devices and digital banking, delivering a personalised experience that exceeds expectations.

You will receive full in-branch training, 10 days over 2 weeks, and work 35 hours weekly (Mon-Fri 09:00-17:00, Sat 09:00-13:30). A discretionary bonus and comprehensive benefits follow successful completion of training.

Qualifications

• Experience in customer service is helpful but not essential.
• Ability to hold a conversation and deliver exceptional service.
• Willingness to learn HSBC self-service devices and digital platforms.
• Excellent communication and empathy with customers.

Responsibilities

• Provide exceptional face-to-face customer service in a fast-paced branch environment.
• Process a wide range of transactions with a high degree of accuracy.
• Educate customers about HSBC self-service devices and digital platforms.
• Collaborate with the branch team and improve workflows to make banking easier.
• Take ownership of customer enquiries through to resolution with a personalised, friendly service.
• Be resilient to a changing work environment.

Skills

Communication skills

Customer service

Attention to detail

Empathy

Team collaboration

Job description

The role of a Customer Service Representative is to provide our customers with an outstanding service we can all be proud of, by taking ownership of customers' transactional or service requests and answering specific product queries. Our Customer Service Representatives also educate our customers around HSBC self-service devices and actively speak to them around HSBC's digital platforms, giving them the choice of how they wish to bank with us. We are looking for people who are passionate about delivering an outstanding customer experience, people who are ambitious and have a helpful personality. Previous Customer Service experience is helpful, but is not essential, what we are really interested in is someone who can hold a conversation and who 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. Within this role you will:

• Provide exceptional face-to-face customer service in a timely manner whilst working in a fast-paced busy Branch environment and adhering to our policies and procedures
• Process a wide range of transactions, whilst maintaining a high degree of accuracy
• Have excellent attention to detail
• Play a supporting role in educating our customers around HSBC self-service devices and alternative digital banking platforms
• Collaborate as part of the dynamic Branch team and actively seek to improve workflows and processes to make banking with HSBC easier for our customers
  Demonstrate excellent communication skills enabling you to engage in effective conversations, build strong connections and show empathy to our customers
• The ability to take ownership of customer enquiries through to resolution - you will pride yourself on delivering a customer experience that exceeds expectations, delivering a personalised, friendly & efficient service
• Be resilient to a continuous changing environment
  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 our branches are open on a Saturday)

There may be times when 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 training in-branch to get you up to speed with the specifics of your job role, the systems you will use, as well as the products and services that HSBC offer. Our Customer Service Representative training course is 10 days in total split over 2 weeks. As our training is important, we require you to attend the whole course therefore you will be unable to take holidays during your training period.

Salary and Benefits

We offer an attractive minimum starting salary of £25,000 based on 35 hours per week, plus an annual discretionary performance bonus. You will also receive:

• Over six weeks' holiday. This includes bank and public holidays with the option to buy more
• Perks at Work Benefit where you will be able to access to 30,000+ national & local employee discounts
• A 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, socio-economic background 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.