Universal Banker; Type RBWM

Responsibilities

• Play a pivotal role within our Branch Customer Service Team by being the first point of contact for customers, taking ownership of their individual needs and delivering an exceptional customer experience.
• Play an integral part in customer education around HSBC digital services and fraud awareness.
• Identify customers who are in vulnerable situations and determine the best way we can support them.
• Help customers with more complex banking needs to ensure they feel supported in their choices.

• Demonstrate excellent communication skills to engage in effective conversations, build strong connections and show empathy to customers.
• Take ownership of customer enquiries through to resolution, delivering a personalised, friendly and efficient service that exceeds expectations.
• Be resilient to a continuous changing environment.

This is a full‑time role that requires 35 hours per week, Monday to Friday 09:00‑17:00 and Saturday 09:00‑13:30 (not all branches are open on Saturdays).

You’ll receive full in‑branch training to get you up to speed with the specifics of your job role, the systems you will use, and the products and services HSBC offers. The Customer Service Consultant training course is 9 days in total, split over 3 weeks. Attendance at the entire course is required, and holidays cannot be taken during the training period.

• Over six weeks’ holiday, including bank and public holidays, with the option to buy more.
• Access to the Perks at Work benefit, providing over 30,000 national and local employee discounts.
• A market‑leading employer pension contribution.
• Life assurance equal to four times your annual salary.
• Access to a flexible benefits platform offering upgrades to health club memberships, retail voucher cards, car breakdown cover and more.
• Share‑save schemes – a monthly savings plan linked to an option to buy shares in HSBC at a discounted rate.

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 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. We take pride in being a Disability Confident Leader and will provide 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 accommodation or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via