Customer Service Consultant

What you’ll do

As a Customer Service Consultant, you will provide outstanding service, educate customers on our digital platforms, and give them choices of how they wish to bank with us. You will raise fraud awareness, protect customers, identify and support those in potentially vulnerable situations, and ensure financial inclusion for all.

• Serve as the first point of contact for our customers, taking ownership of their needs and delivering an exceptional experience.
• Play an integral part in customer education around HSBC digital services and fraud awareness.
• Identify customers in vulnerable situations and determine the best support.
• Assist customers with complex banking needs to ensure they feel supported in their choices.

• Excellent communication skills to engage in effective conversations, build strong connections, and show empathy.
• Ability to take ownership of customer enquiries through to resolution, delivering a personalized, friendly, and efficient service.
• Resilience in a continuously changing environment.

This is a full‑time role that requires 35 hours per week between Monday to Friday 09:00‑17:00 and Saturday 09:00‑13:30 (not all branches are open on Saturday). If you are on a student visa that does not allow 35 hours per week, we will not be able to progress your application. You may be asked to support other local branches within a reasonable distance with relevant costs reimbursed following HSBC Expenses Policy.

You will receive full in‑branch training, covering job role specifics, systems, and the products and services offered. The training course lasts 9 days over 3 weeks; attendance is required during the whole course, during which holidays cannot be taken.

We offer an attractive starting salary of £27,200 per 35 hour 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 providing access to 30,000+ national and local employee discounts.
• A 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 scheme – 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. HSBC is dedicated to creating diverse and inclusive workplaces for everyone, irrespective of gender, ethnicity, disability, religion, sexual orientation, or age. We are a Disability Confident Leader and will offer an interview to candidates with disabilities, long‑term conditions or neurodivergent applicants who meet the minimum criteria for the role.