Customer Service Representative

HSBC; Cramlington; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Annual bonus

6 weeks holiday

Pension with employer contribution

Life Assurance

Flexible benefits platform

Sharesave scheme

Job summary

HSBC is looking for a Customer Service Representative to deliver outstanding face-to-face service in a busy UK branch. You’ll handle transactions, answer product queries, and guide customers to HSBC self-service devices and digital platforms.

The role includes full training and a 35-hour week with Saturday shifts on a rota, starting salary of £25,000 plus an annual discretionary bonus, six weeks’ holiday, and a market-leading pension contribution.

Qualifications

• Excellent communication skills to engage customers and build connections with empathy.
• Ability to take ownership of inquiries through to resolution with a friendly, efficient service.
• Resilience to adapt to a continuously changing environment.

Responsibilities

• Provide exceptional face-to-face customer service in a fast-paced Branch environment.
• Process a wide range of transactions with high accuracy.
• Educate customers on HSBC self-service devices and digital platforms.
• Collaborate with the Branch team to improve workflows and procedures.
• Adhere to HSBC policies and procedures.

Job description

Area of Interest: Branch and Retail Banking

Role Workstyle: Office Worker

What you'll do

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’re 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, as what we’re 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’re passionate about coaching and developing our people, you’ll have access to our learning platform and the opportunity to develop yourself and your career further.

Within this role you’ll:

• 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

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
• The ability to take ownership of customer enquiries through to resolution – you’ll pride yourself on delivering a customer experience that exceeds expectations, delivering a personalised, friendly and efficient service
• Be resilient to a continuous changing environment

When & where you'll work

This is a full-time role that requires you to work 35 hours per week between the hours ofMonday to Friday 09:00-17:00 and Saturday 09:00-13:30. (Not all our branches are open on a Saturday) .Please note if you’re 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 any additional costs reimbursed in line with HSBC Expenses Policy.

Your 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 8 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.

What You’ll Get!

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
• 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

Opening up a world of opportunity.

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.

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