Customer Service Representative

HSBC; Poole; On-site; GBP 12,000 - 17,000; Part time

Benefits offered by this job

Perks at Work

Life Assurance

Sharesave schemes

Health club membership upgrades

Retail voucher cards

Car breakdown cover

Job summary

HSBC Poole is seeking a Customer Service Representative to deliver outstanding service to branch customers, handling transactions and answering product questions. You will educate customers on HSBC self-service devices and digital banking, enabling choices in how they bank with us.

We value momentum, empathy, and a proactive approach. The role offers in-branch training, a 21-hour week pattern (Mon, Wed, Fri), and a discretionary annual bonus tied to performance.

Qualifications

• Excellent communication to engage customers and build rapport.
• Ability to own customer enquiries from start to resolution.
• Resilient to a changing environment and varying workloads.
• Willingness to support other branches with reasonable costs reimbursed.

Responsibilities

• Provide exceptional face-to-face customer service in a busy Branch environment.
• Process a wide range of transactions with high accuracy.
• Maintain excellent attention to detail in all tasks.
• Educate customers on HSBC self-service devices and digital banking options.
• Collaborate with the branch team to streamline workflows and improve customer experience.

Skills

Customer service

Communication skills

Empathy

Ownership

Job description

Location: Poole, GB, BH15 1AU

Brand: HSBC

Area of Interest: Branch and Retail Banking

Role Workstyle: Office Worker

Total Number of hours: 21 Hours

Working Pattern: Monday, Wednesday and Friday

We offer an attractive hourly rate plus an annual discretionary performance bonus.

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 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:

• 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 will pride yourself on delivering a customer experience that exceeds expectations, delivering a personalised, friendly & efficient service.
• Be resilient to a continuous changing environment.
• 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.

Your Training

Y ou’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 Part-Time Customer Service Representative training course is a total of 40 hours over a 2-week period between Monday to Friday. We recognise that this may not fit into your working pattern, however we can offer overtime or payment in lieu.

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’ full time equivalent of 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.
• 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.

Inclusion at HSBC

At HSBC, we value differences and believe diverse perspectives strengthen our business and the communities we serve. We’re committed to creating inclusive and accessible workplaces for everyone, regardless of gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age.

We’re proud to be a Disability Confident Leader and will offer an interview to candidates with disabilities, long-term conditions or who are neurodivergent, where they meet the minimum criteria for the role.

If you need adjustments or support during the recruitment process, please contact the Recruiter.