Customer Service Representative

HSBC Group; Poltimore; On-site; GBP 24,000 - 28,000; Full time

Job summary

A leading global bank in the UK is seeking a Customer Service Representative to provide exceptional service, engage with customers face-to-face, and support their banking needs. The ideal candidate will have outstanding communication skills and a detail-oriented approach. This full-time position offers a starting salary of £24,000 and various benefits, including generous holiday, healthcare, and pension contributions. Join a diverse and inclusive team focused on providing outstanding customer experiences.

Benefits

Over six weeks' holiday, including bank and public holidays

Employee discounts through Perks@Work

Market-leading employer pension contribution

BUPA healthcare

Life assurance

Flexible benefits platform

Sharesave scheme

Qualifications

• Ability to handle customer inquiries effectively.
• Experience in delivering a personalized, friendly service.
• Comfortable working in a fast-paced environment.

Responsibilities

• Provide exceptional customer service face-to-face.
• Process diverse transactions with high accuracy.
• Educate customers on self-service devices and digital banking.

Skills

Excellent communication skills

Attention to detail

Resilience

Job description

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.

• Provide exceptional face‑to‑face customer service in a timely manner while working in a fast‑paced, busy branch environment and adhering to our policies and procedures.
• Process a wide range of transactions, 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.
• Take ownership of customer enquiries through to resolution, delivering a customer experience that exceeds expectations with a personalised, friendly & efficient service.
• Be resilient in a continuously changing environment.

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). You may be asked to support other local branches within a reasonable distance, with any additional costs reimbursed in line with HSBC expenses policy.

Your Training

You’ll receive full in‑branch training to get you up to speed with the specifics of your job role, the systems you will use, and the products and services that HSBC offers. Our Customer Service Representative training course is 8 days in total, split over 2 weeks. Attendance is required for the entire course; holidays cannot be taken during training.

What You’ll Get!

We offer an attractive minimum starting salary of £24,000 based on 35 hours per week, plus an annual discretionary performance bonus.

Additionally you will receive:

• Over six weeks’ holiday, including bank and public holidays with the option to buy more.
• Perks@Work benefits, including access to 30,000+ national & local employee discounts.
• 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 scheme – a monthly savings plan linked to an option to buy shares in HSBC at a discounted rate.

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 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 need accommodations or changes during the recruitment process, please contact our Recruitment Helpdesk:

Email: hsbc.recruitmenthsbc
Telephone: [phone]