first direct - Customer Service Representative

HSBC Global Services Limited; Glasgow; Hybrid; GBP 24,000; Full time

Job summary

A leading company in banking is hiring for a full-time customer service role based in Glasgow. Candidates will provide outstanding support to customers, ensuring satisfaction through effective communication and problem-solving. The role offers competitive salary, training, and opportunities for career growth in a hybrid working environment.

Benefits

33 days holiday per year

Free BUPA healthcare

Subsidised onsite nursery

Development programmes

Paid community days

Qualifications

• Passion for customer service and ability to listen and understand needs.
• Comfortable with following processes and technology.

Responsibilities

• Provide confident, friendly support to customers over the phone.
• Understand customer requirements and communicate solutions effectively.
• Work in a busy environment covering a 24/7 service.

Skills

Customer service

Empathy

Communication

Job description

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Client:

HSBC Global Services Limited

Location:

Glasgow, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

97dc2beced0c

Job Views:

4

Posted:

22.06.2025

Expiry Date:

06.08.2025

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Job Description:

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 team 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, and are dedicated to learning and thriving on a challenge, our Gold-standard training programme and support will get you where you need to be.

Secondly, our starting salary is £24,000. On top of that, we offer generous perks such as 33 days holiday per year (including national bank holidays) and free BUPA healthcare. We are also moving to our new office at Maxim Park, Eurocentral, where you'll benefit from free parking, EV charging, and an onsite Costa.

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

What’s the job?

In a nutshell, you’ll be helping our customers with whatever they need—providing confident, friendly, human support, which first direct is renowned for.

You’ll need to listen empathetically to customer requirements, understand their needs, and provide the best support by clearly communicating the right information and solutions, ensuring they leave the call satisfied with top-notch service. You should be comfortable following set processes and confident working with technology.

Full-time roles are 35 hours per week, with varying working patterns to cover our 24/7 service. You might work over 4 or 5 days, including some evenings and weekends, but you’ll always have at least 2 consecutive days off.

Your progression is important to us. You’ll be fully equipped through a six-week onsite training programme and supported by various functions to help you grow in your career.

Benefits include:

• Health and wellbeing events, annual checkups, and fast-track GP appointments for you and your family
• Onsite traders and markets for shopping, snacks, or coffee
• Up to 2 paid community days annually
• Development programmes and career progression opportunities
• Subsidised onsite nursery for bringing your child to work

Applications are open to UK residents over 18 with a valid right to work in the UK. We cannot sponsor visas for this role. If you are on a student visa that limits your working hours, we cannot proceed with your application.

The application process includes:

• A telephone interview with a recruiter
• A final face-to-face interview and an online Values-Based Assessment

We operate a hybrid working environment, requiring you to work partly at our office in Hamilton and remotely from home. You’ll need a suitable home office setup and a fibre broadband connection of at least 10 Mbps. We will provide the necessary technology.

We value diversity and inclusion and are committed to creating accessible workplaces. We are a Disability Confident Leader and will offer interviews to candidates with disabilities, long-term conditions, or neurodivergence who meet the role’s minimum criteria.

If you need accommodations or changes during the recruitment process, please contact our Recruitment Helpdesk.