Customer Service Representative

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

Benefits offered by this job

Holiday entitlement (6+ weeks)

Pension plan

BUPA Healthcare

Life Assurance (4x salary)

Employee discounts

Job summary

HSBC is seeking a Customer Service Representative to deliver outstanding, personalised service in a busy branch. You will handle a variety of transactions, educate customers on self-service devices and digital platforms, and work with the team to improve workflows.

Strong communication, empathy and ownership of queries are essential. Role requires 35 hours per week (Mon–Fri 09:00–17:00 and Sat 09:00–13:30).

Qualifications

• Experience in customer service is helpful but not essential.
• A genuine passion for going above and beyond for customers.

Responsibilities

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

Skills

Conversation

Attention to detail

Customer service

Communication skills

Empathy

Ownership

Teamwork

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'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
  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
  This is a full-time role that requires you to work 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). Applications are open to UK Residents over the age 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 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 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

Our purpose - Opening up a world of opportunity - explains why we exist.

Here at HSBC we use our unique expertise, capabilities, breadth and perspectives to open up new kinds of opportunity for our more than 40 million customers. We're bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world - for our customers, our people, our investors, our communities and the planet we all share. As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming and inclusive work environment. You will be empowered to drive HSBC's engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You'll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!