Hybrid Banking Voice Agent — Customer Care & Digital Help

HSBC Holdings plc; Chester; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

On-site gym

Starbucks

Pension

Retail discounts

Wellbeing support

Volunteering day

Job summary

M&S Bank, part of HSBC, is hiring for a customer service role based in Chester with a hybrid pattern (60% office / 40% home). You will be the first point of contact for customers by phone, helping them with queries and guiding them through our digital banking services.

Training is provided, no contact centre experience is required. The role offers a starting salary of £25,000 with an annual bonus potential and a range of benefits, including an on-site gym and wellbeing support.

Qualifications

• Customer-focused with a problem-solving mindset.
• Excellent communication and listening skills.
• Comfort with learning new digital tools and systems.
• Resilient and eager to learn in a fast-paced environment.
• No prior contact centre experience required; full training provided.

Responsibilities

• Be the first point of contact for customers via phone.
• Provide support, resolve queries, and guide customers through digital banking services.
• Handle complaints with empathy and ownership.
• Suggest improvements to enhance the customer experience.

Skills

Customer-focused

Communication

Digital literacy

Resilience

Willingness to learn

Tools

CRM systems

Digital tools

Job description

M&S Bank, part of HSBC, is hiring for a customer service role based in Chester with a hybrid pattern (60% office / 40% home). You will be the first point of contact for customers by phone, helping them with queries and guiding them through our digital banking services.

Training is provided, no contact centre experience is required. The role offers a starting salary of £25,000 with an annual bonus potential and a range of benefits, including an on-site gym and wellbeing support.