M and S Bank Customer Contact Centre Advisor

HSBC; Chester; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading financial institution in Chester is seeking a Customer Service representative for a hybrid role. You'll provide support and resolve customer queries through our digital banking services. The ideal candidate is passionate about helping people, possesses strong communication skills, and has resilience. Full training is provided for candidates without prior contact centre experience. This role offers an annual salary starting from £24,000 plus an annual bonus, along with various employee benefits.

Benefits

25 days' holiday + bank holidays

Annual bonus scheme

M&S shopping discount (post-probation)

On-site gym and Starbucks

Flexible benefits including pension and wellbeing support

One paid volunteering day per year

Qualifications

• No contact centre experience needed - full training provided.

Responsibilities

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

Skills

Passion for helping people and solving problems

Strong communication and listening skills

Confidence using digital tools

Resilience and willingness to learn

Job description

Chester (Hybrid)

Salary starting from £24,000 + annual bonus

About M&S Bank

We’re proud to bring the trusted values of Marks & Spencer into banking by giving money more sparkle. As part of HSBC, M&S Bank offers a unique blend of retail heritage and financial expertise. We’re here to make banking feel more personal — and that starts with how we support our people.

The Opportunity

This is more than a customer service role — it’s a launchpad for your career. Whether you’re new to financial services or looking to grow, we’ll support your development every step of the way.

What You’ll Do

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

What You’ll Bring

• Passion for helping people and solving problems
• Strong communication and listening skills
• Confidence using digital tools and the ability to learn and use various systems and applications
• Resilience and a willingness to learn
• No contact centre experience needed — full training provided

What You’ll Get

• Hybrid working
• 25 days’ holiday + bank holidays
• Annual bonus scheme
• M&S shopping discount (post-probation)
• On-site gym and Starbucks
• Flexible benefits including pension, retail discounts, and wellbeing support
• One paid volunteering day per year
• Recognition through Spotlight awards and access to M&S Bank Arena events

Our contact centre is open 8am-8pm 7 days a week so your working pattern will include working some weekends and evenings, but we’ll chat through the shift patterns during the recruitment process.

Apply now and start building a career with real progression at M&S Bank.

Applications are open to 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. 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.

Our application process consists of:

• Online Contact Centre Skills Assessment
• A telephone-based Recruiter Interview
• Final face‑to‑face interview with the business and an online Values Based Assessment

HSBC is committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We are proud members of the Disability Confident Scheme and will offer an interview to disabled candidates who meet the minimum criteria for the role. If you would like to receive any information in a different way or would like us to do anything differently to help you apply for our roles, please contact our Recruitment Helpdesk:

Email: [e-mail]

Telephone: [phone]

Within the workplace you will have access to various employee resource groups which aim to promote and achieve a healthy work / life balance and support our diversity ambitions. HSBC has processes in place to avoid nepotism. This means we will avoid circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process.”

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.

Ifyouhaveaneedthatrequiresaccommodationsor changes duringtherecruitmentprocess, please get in touch with our Recruitment Helpdesk:

Email: [e-mail]

Telephone: [phone]