first direct bank - Customer Service Representative

HSBC Holdings plc; Motherwell; Hybrid; GBP 21,000 - 29,000; Full time

Benefits offered by this job

33 days holiday per year

Free parking and EV charging

Onsite coffee shop

Free BUPA healthcare

Job summary

HSBC Holdings plc, operating under the first direct brand in Motherwell, is seeking a customer service-focused role. The position offers hybrid working patterns, a ten-week onsite training programme, and a base salary around £25,000 with a range of employee perks.

Full-time hours are 35 per week, with potential evening or weekend shifts and two consecutive days off. The role emphasizes listening to customers, providing empathetic support, and delivering clear information to ensure top-notch

Qualifications

• Experience in customer service or a strong interest in helping others.
• Ability to listen to customer requirements with empathy and provide clear information.
• Comfortable following set processes and using technology.

Responsibilities

• Assist customers with their needs and provide friendly, human-supported service.
• Listen to customer requirements and communicate the right information and solutions.
• Follow established processes to resolve inquiries and ensure high-quality service.
• Adapt to varying working patterns in a 35-hour full-time role with occasional evenings/weekends.

Skills

Customer service

Active listening

Empathy

Clear communication

Job description

Location: Motherwell, GB, ML1 4WQ

Brand: First Direct

Area of Interest:

Role Workstyle: Hybrid Worker

Date: 21 Sept 2026

Love helping others? Got people skills coming out of your ears? At your best in a busy, buzzing environment? You might fancy working at first direct. Here’s why.

Firstly, you’ll be joining an award-winning bunch of “people people,” dedicated to giving customers the best possible banking experience. If you’re a customer service expert, perfect. If not, no worries, if you can demonstrate the skills and passion for customer service, you’re dedicated to learning and thrive on a challenge then our Gold-standard training programme and support will get you where you need to be.

Secondly, our starting salary is £25,000. On top comes a generous helping of perks – such as 33 days holiday per year (including national bank holidays), free parking and EV charging, an onsite coffee shop and free BUPA healthcare.

And that’s not all. Because we believe your job should fit around your life –and not the other way round – we also offer a choice of hybrid working patterns.

What’s the job?

In a nutshell, you’ll be helping our customers with whatever they need –giving them the confident, friendly, human support first direct is so well known for.

You’ll need to be able to really listen to the customer’s requirements with empathy, understand their needs and provide them with best support by clearly communicating the right information and solutions to help them, ensuring they leave the call knowing they have received a top-notch service. You’ll also be comfortable following set processes and confident working with technology.

Full time roles are 35 hours per week, and because we’re here for our customers 24/7, working patterns can vary. You might be working over 4 or 5 days, with some evening and/or weekend hours, but you’ll always get at least 2 days off together for some down time.

Your progression’s as important to us as we hope it is to you. You’ll meet other new starters and be equipped to join your team through a ten week fully onsite training programme and, it doesn’t stop there, we have multiple support functions to help you continue to grow in your career.

Speaking of benefits…

• Stay fit as a fiddle with regular health and wellbeing events, annual checkups and fast-track GP appointments for you and your family
• Shop, snack or grab a cuppa at our onsite traders and markets
• Give back with up to 2 paid community days every year
• Move on up with development programmes and career progression opportunities
• Bring your child to work by taking advantage of our subsidised onsite nursery

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 their gender, ethnicity, disability, religion, sexual orientation, socio-economic background 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 have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via [e-mail] .