Customer Service Representative - Edinburgh - Hanover Street

HSBC Global Services Limited; Easter Howgate; On-site; GBP 24,000 - 28,000; Full time

Job summary

Join a leading financial institution as a Customer Service Representative, delivering exceptional service and support to customers in a fast-paced branch environment. This full-time role offers comprehensive training, career growth opportunities, and a competitive salary package. Enjoy a diverse and inclusive workplace with numerous benefits, including generous holiday allowances and healthcare options.

Benefits

Over six weeks’ holiday

Perks at Work discounts

Market-leading pension contributions

BUPA Healthcare

Life Assurance (4x annual salary)

Flexible benefits platform

Sharesave schemes

Qualifications

• Previous customer service experience is beneficial but not essential.
• Must take ownership of customer inquiries.

Responsibilities

• Provide exceptional face-to-face customer service.
• Educate customers about HSBC self-service devices.
• Collaborate with the branch team to improve workflows.

Skills

Communication

Customer Engagement

Empathy

Job description

What you'll do

The role of a Customer Service Representative is to provide our customers with outstanding service by taking ownership of their transactional or service requests and answering specific product queries. Our representatives also educate customers about HSBC self-service devices and actively engage with them on HSBC’s digital platforms, offering flexible banking options.

We seek individuals passionate about delivering excellent customer experiences, ambitious, and helpful. Previous customer service experience is beneficial but not essential; we value conversational skills and a genuine passion for going above and beyond for customers. We will provide the necessary training.

At HSBC, we are committed to coaching and developing our staff. You will have access to our learning platform and opportunities for career growth.

Within this role, you will:

1. Provide exceptional face-to-face customer service in a fast-paced branch environment, adhering to policies and procedures.
2. Process a variety of transactions accurately.
3. Pay close attention to detail.
4. Educate customers about HSBC self-service devices and digital banking options.
5. Collaborate with the branch team to improve workflows and customer experience.

What do I need to be successful?

You should demonstrate excellent communication skills, engage effectively with customers, build strong connections, and show empathy. You must take ownership of customer inquiries, aim to exceed expectations, and provide personalized, friendly, and efficient service. Resilience to change is also important.

When & Where you'll work

Our full-time roles are 35 hours per week, Monday to Friday, 09:00-17:00, and Saturday 09:00-13:30 (not all branches are open on Saturdays). Please note, if you are on a student visa that restricts work hours, we cannot progress your application. Occasionally, support at other local branches may be required, with costs reimbursed per HSBC Expenses Policy.

Your Training

You will receive full in-branch training over 8 days across 2 weeks to familiarize you with your role, systems, products, and services. Attendance is mandatory for the entire course, with no holidays permitted during this period.

What You’ll Get!

Starting salary of £24,000 based on 35 hours per week, plus an annual discretionary performance bonus. Benefits include:

• Over six weeks’ holiday, including bank/public holidays, with options to buy more
• Perks at Work discounts
• Market-leading pension contributions
• BUPA Healthcare
• Life Assurance (4x annual salary)
• Flexible benefits platform
• Sharesave schemes

We value diversity and inclusion at HSBC, striving to create accessible workplaces for everyone regardless of gender, ethnicity, disability, religion, sexual orientation, or age. We are a Disability Confident Leader and will offer interviews to candidates with disabilities or neurodivergence meeting role criteria. For accommodations during recruitment, contact our Recruitment Helpdesk at hsbc.recruitmenthsbc or [phone].