Customer Service Representative

HSBC Group; Newcastle upon Tyne; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading banking institution is seeking a Customer Service Representative in Newcastle upon Tyne. The role involves providing exceptional customer service, processing transactions, and educating customers about self-service options. Ideal candidates are passionate about customer experience and able to work in a dynamic environment. This full-time position offers extensive training and numerous employee benefits, including substantial holiday and healthcare options.

Benefits

Over six weeks holiday

National & local employee discounts

Market-leading employer Pension contribution

BUPA Healthcare

Life Assurance equivalent to four times your salary

Flexible benefits platform

Sharesave schemes

Qualifications

• Previous customer service experience is helpful but not essential.
• Passion for delivering an outstanding customer experience.
• Ability to engage effectively with customers.

Responsibilities

• Provide exceptional face-to-face customer service.
• Process a wide range of transactions maintaining accuracy.
• Educate customers on self-service devices.

Skills

Excellent communication skills

Attention to detail

Customer service orientation

Ability to handle customer inquiries

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:

Responsibilities

• 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

Work Hours and Training

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. You will 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

• 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 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

Equal 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. If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk.