First Direct - Customer Service Representative

At first direct you’ll provide an exceptional customer service experience, as part of our award-winning team. Our starting salary is £24,000, with excellent additional benefits and perks - including 33 days holiday per year*, free parking & EV charging, free onsite gym & personal trainer, onsite Costa and free BUPA healthcare *. We also offer a choice of working patterns that can fit around your lifestyle.

A background in customer service or finance is ideal, however if you have crystal clear communication and amazing people skills our Gold standard training programme and on-the-job support will give you everything you need to succeed. It’s not for the faint hearted, but if you thrive on the challenge and you’re at your best when you’re busy, you’ll fit right in!

In this role you will:

1. Communicate transparently with excellent interpersonal skills to deliver amazing customer service, being confident and friendly when speaking with our customers in this telephony based role.
2. Think outside the box and be informative about alternative digital services, whilst supporting with banking queries.
3. Be self-motivated with high levels of accuracy and attention to detail.
4. Be professional and switched on for our customers but, also, your own progression.
5. Split your working week between home and fd HQ (Leeds or Hamilton), where you can grab a Costa with your team.

Our benefits also include:

1. Subsidised onsite nursery.
2. Regular health and wellbeing events, annual check-ups and fast track GP appointments for you and your family.
3. On-site traders and markets.
4. Competitive maternity, paternity, shared parental, and adoption leave policies.
5. Up to 2 paid community days each year.
6. Development programmes and career progression opportunities as part of HSBC Group.

Our working patterns and shifts can vary with the possibility of weekend and/or late working. Our lines are open 24/7/365 and working hours can fall between 6am and 1am. Maximum shift length is 9 hours, with a minimum 11-hour gap between shifts. Our full time roles are 35 hours per week over 5 or 4 days, on a hybrid working basis.

Training will be office based, where you’ll meet other new starters and be fully supported to join your team of other amazing people.

This is a full time position that requires you to work 35 hours per week. Please note if you are on a student visa that does not allow you to work 35 hours per week, unfortunately, we will not be able to progress your application. Please be aware applications are open to all UK residents over the age of 18 currently with a valid right to work in the UK, we are unable to offer sponsorship for this role.

*includes national bank holidays UK Learning Awards 2022 Gold winner *excesses apply.

All our job vacancies are posted on the HSBC Group careers site.

As a heads up, in 2025 our Hamilton office will be moving to Maxim Park (ML1 4WQ) where we’ll have a brand-new building within the Eurocentral Business Park. Our new site will provide a broad range of amenities and modern, best-in-class facilities. An amazing space tailored to our amazing people.

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, 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:

Email: # lephone: +44 207 832 #