Customer Service Consultant

What you'll do

The role of a Customer Service Consultant is to provide an outstanding service that we can all be proud of by educating our customers to enable them to use our digital platforms, giving them a choice of how they wish to bank with us. Consultants actively raise fraud awareness, protecting customers, and identify and support those in potentially vulnerable situations or with more complex needs, ensuring financial inclusion for all.

• 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 to support them.
• Help customers with more complex banking needs to ensure they feel supported in their choices.

• Demonstrate excellent communication skills enabling you to engage in effective conversations, build strong connections and show empathy to our customers.
• Take ownership of customer enquiries through to resolution, pride yourself on delivering a customer experience that exceeds expectations, providing a personalised, friendly and efficient service.
• Be resilient to a continuously changing environment.

Full‑time roles are 35 hours per week, Monday to Friday 09:00-17:00 and Saturday 09:00-13:30 (not all branches open on Saturday). This position requires 35 hours per week. Students on visas that do not allow 35‑hour work hours will not be considered. You may be asked to support other local branches within a reasonable distance, with additional costs reimbursed in line with HSBC Expenses Policy.

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 that HSBC offers. The Customer Service Consultant training course is 9 days in total, split over 3 weeks. Attendance is mandatory, and you will not be able to take holidays during the training period.

We offer an attractive starting salary of £27,200 based on 35 hours per week, plus an annual discretionary performance bonus.

• Over six weeks’ holiday, including bank and public holidays, with the option to buy more.
• Perks at Work Benefits giving access to 30,000+ national and local employee discounts.
• Market‑leading employer pension contribution.
• BUPA healthcare.
• Life assurance, equivalent 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.
• Sharesave schemes – a monthly savings plan linked to an option to buy shares in HSBC at a discounted rate.

HSBC is committed to creating diverse and inclusive workplaces and removing barriers to career advancement. We are 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.

Email:

Telephone: