Customer Service Representative

HSBC Holdings plc; Bournemouth; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Six weeks' holiday

Perks at Work – discount platform

Pension contributions

Life Assurance (4x salary)

Flexible benefits platform

Sharesave schemes

Job summary

HSBC is seeking a Customer Service Representative to deliver outstanding service in a busy branch, taking ownership of customer inquiries and transactions while guiding customers on self‑service devices and digital banking options.

You will work 35 hours per week, Mon-Fri 09:00-17:00 and Sat 09:00-13:30, with some branch variations. Training is provided and a discretionary annual bonus accompanies a comprehensive benefits package.

Qualifications

• Excellent communication to have effective conversations with customers.
• Ability to take ownership from enquiry to resolution and provide personalised service.
• Comfort with a changing environment and fast-paced branch work.

Responsibilities

• Provide exceptional face-to-face customer service in a busy branch and adhere to policies.
• Process a wide range of transactions with high accuracy and attention to detail.
• Educate customers on HSBC self-service devices and digital platforms.
• Collaborate with the branch team to improve workflows and banking processes.

Skills

Communication

Ownership

Empathy

Problem solving

Resilience

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 alsoeducate our customers around HSBC self-service devices and actively speak to themaround HSBC’s digital platforms, givingthemthe choice of how they wish to bank with us.

We’relooking for people who are passionate about delivering an outstanding customer experience, people who are ambitious and have a helpful personality.PreviousCustomer Service experience is helpfulbut is not essential,aswhatwe’rereally interested in is someone who can hold a conversationandwho has a genuine passion for goingabove and beyondfor customers – everything else we can teach you!

At HSBCwe’repassionate about coaching and developing our people,you’llhave access to our learning platform and the opportunity to develop yourself and your career further.

Within this roleyou’ll:

• Provideexceptional face-to-face customer servicein a timely mannerwhilst working inafast-pacedbusy Branch environmentand adhering to our policies and procedures
• Process a wide range of transactions,whilstmaintaininga high degree of accuracy
• Haveexcellent attention to detail
• Play a supporting role in educating our customers around HSBC self-service devices and alternative digital banking platforms
• Collaborateas part of thedynamic Branchteamand activelyseekto improve workflows and processesto make banking with HSBC easier for our customers

What do I need to be successful?

• Demonstrateexcellentcommunication skillsenablingyou 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’llpride yourself on delivering a customer experience that exceeds expectations, delivering a personalised,friendlyandefficient service
• Be resilient to a continuous changing environment

When & where you'll work

This is a full-time role that requires you to work35 hours per week between the hours ofMonday to Friday 09:00-17:00andSaturday 09:00-13:30.(Not all our branches are open on a Saturday).Applications are open to UK Residents over theage of 18 currently with the valid right to work in the UK for a minimum of 14 months, we are unable to offer sponsorship for this role. 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.

There may be times when we may ask you to support other local branches within a reasonable distance to you with anyadditionalcosts reimbursed in line with HSBC Expenses Policy.

Your Training

You’llreceivefull trainingin-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. OurCustomer Service Representativetrainingcourseis8 days in total split over 2 weeks.As our trainingis important,we require you to attend the whole course therefore you will be unable to take holidays during your training period.

WhatYou’llGet!

We offer an attractiveminimumstarting salary of£25,000based 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 theoptionto buymore
• Perks at Work Benefit where you will be able to access to 30,000+ national & local employee discounts
• A market-leading employerpension contribution
• Life Assurance, equivalent to four times your annual salary
• Access to a flexiblebenefits platformoffering upgrades toHealth 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.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via [e-mail] .