Customer Service Modern Apprenticeship

£25,000 per year, Full-time (37.5 hours)

Join HSBC as a Customer Service Apprentice in Maxim Park (Motherwell). Banking supports everyday decisions – from paying bills to managing unexpected costs. In our Contact Centres, you’ll be one of the first people customers speak to, helping them get things sorted with confidence. You don’t need banking experience to apply. If you’re curious, enjoy helping people and can communicate clearly, we’ll teach you the rest.

• Enjoy speaking to different people and helping solve problems
• Stay calm and resilient in a busy environment
• Like learning new systems and working accurately at pace
• Are open to shift work (including evenings and weekends)
• Can commit to at least 60% office time per week after a 15‑week 100% office‑based training period

• Support customers over the phone in a friendly, professional way
• Resolve queries and process a wide range of transactions accurately
• Use multiple systems while keeping quality and customer experience high
• Help customers understand HSBC products and digital banking options
• Build your skills through structured learning and feedback
• Provide exceptional service via phone, email and chat, addressing inquiries and helping to resolve requests

• Complete the Customer Service in the Financial Services Sector (SCQF level
  6) apprenticeship over 12‑18 months (role commitment required for 18 months)
• Dedicated off‑phone study time each week
• Portfolio of learning and assignments to complete
• Observations and feedback from a Talent Coach

• Salary: £25,000 per year (37.5 hours per week)
• Pay progression: two fixed increments of £750 each in year one (one after six months’ probation, another at the end of year one following a competency assessment)
• Holiday: 25 days paid holiday + bank holidays
• Other benefits: employee discounts, pension and healthcare schemes
• Hybrid working available (with office‑time expectations)
• Shift pattern:
  Contact Centre operates 6 am–11 pm, Monday to Sunday. Shifts may include evenings and weekends.

• 5 Scottish National 5s at minimum grade D or above (or equivalent), including Maths and English
• Have lived in the UK for the last 3 consecutive years before the start date
• Be legally permitted to work in the UK without HSBC sponsorship for the full apprenticeship duration and beyond the apprenticeship end date
• Fluency in English
• Available to work full‑time from October 2026, committing to an 18‑month apprenticeship programme