Customer Service Representative

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

Benefits offered by this job

Performance bonus

Holiday entitlement

Employee discounts

Pension

Life assurance

Flexible benefits

Sharesave

Job summary

HSBC Holdings plc invites applications for a Customer Service Representative in our Norwich branch. The role focuses on delivering outstanding face-to-face service, owning customer enquiries and guiding customers to HSBC self-service devices and digital platforms.

A friendly, proactive approach and accuracy are essential in a busy branch setting. The position is full-time (35 hours/week), with training in-branch and a pathway to develop within HSBC's retail banking network.

Qualifications

• Excellent communication enabling effective conversations, empathy and relationship-building with customers.
• Ability to take ownership of customer enquiries through to resolution with a personalised, friendly and efficient service.
• Be resilient to a continuously changing environment and adapt to new processes.

Responsibilities

• Provide exceptional face-to-face customer service in a fast-paced branch, following HSBC policies.
• Process a wide range of transactions with high accuracy.
• Demonstrate excellent attention to detail in all customer interactions.
• Educate customers about HSBC self-service devices and digital banking platforms.
• Collaborate with the branch team to improve workflows and banking processes.

Skills

Excellent communication

Ownership of enquiries

Resilience

Job description

Area of Interest: Branch and Retail Banking

Role Workstyle: Office Worker

Date: 25 Sept 2026

Whatyou'lldo

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:

• Provide exceptional 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

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!

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.