Customer Service Representative - Penrith, Market Square

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

Job summary

A leading banking institution in Castletown is seeking a full-time customer service representative. You will provide face-to-face service, process transactions, and educate customers on self-service options. Ideal candidates demonstrate excellent communication skills and a passion for customer satisfaction. Starting salary is £24,000 with additional benefits, including an annual bonus and over six weeks of holiday. Full training will be provided, and the role may involve working at nearby branches.

Benefits

Over six weeks holiday

Annual discretionary performance bonus

Access to employee discounts

Pension contribution

Healthcare Life Assurance

Flexible benefits platform

Sharesave scheme

Qualifications

• Dedicated to providing exceptional customer service in a busy environment.
• Ability to convey complex information simply and effectively.
• Proactive in addressing customer needs and expectations.

Responsibilities

• Provide face-to-face customer service.
• Process transactions accurately.
• Educate customers on digital banking platforms.
• Collaborate with team members to improve workflows.

Skills

Excellent communication skills

Attention to detail

Customer service orientation

Job description

Responsibilities

• Provide exceptional face‑to‑face customer service in a timely manner while working in a fast‑paced busy branch environment and adhering to HSBC policies and procedures.
• Process a wide range of transactions, maintaining a high degree of accuracy.
• Maintain excellent attention to detail.
• Educate 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 easier for customers.
• Deliver a personalised, friendly and efficient service.
• Be resilient to a continuously changing environment.

Requirements

• Demonstrate excellent communication skills, enabling effective conversations, building strong connections, and showing empathy to customers.
• Take ownership of customer enquiries through to resolution, pride yourself on delivering an experience that exceeds expectations.

Working Hours & Schedule

Full‑time roles: 35 hours per week. Monday‑Friday 09:00‑17:00 and Saturday 09:00‑13:30 (branch opening hours vary). The role requires full‑time commitment; student visa holders unable to work 35 hours per week will not be considered.

Occasional support may be required at nearby branches, with costs reimbursed in line with HSBC Expenses Policy.

Training

Receive full in‑branch training covering job role specifics, systems, products, and services. The 8‑day course is split over 2 weeks. Attendance for the entire course is mandatory; holidays cannot be taken during training.

Compensation & Benefits

• Starting salary £24,000 (based on 35 hours per week) plus an annual discretionary performance bonus.
• Over six weeks holiday, including bank and public holidays with option to buy more.
• Perks at Work: access to 30,000+ national & local employee discounts.
• Pension contribution.
• BUPA Healthcare Life Assurance (equivalent to 4× annual salary).
• Flexible benefits platform (Health Club, Retail Vouchers, Car Breakdown, etc.).
• Sharesave scheme – monthly savings plan linked to discounted share purchase.

Diversity & Inclusion

At HSBC we are dedicated to creating diverse and inclusive workplaces. We are committed to removing barriers and ensuring careers are accessible for everyone. We are a Disability Confident Leader and, as part of recruitment, will offer an interview to people with disabilities, long‑term conditions or neurodivergent candidates who meet the minimum criteria. If you need accommodations or changes during the recruitment process, please contact our Recruitment Helpdesk:
Email: [e-mail]
Telephone: [phone].