Universal Banker

What you’ll do

As a Customer Service Consultant, you’ll provide an outstanding service and educate customers to enable them to use our digital platforms, offering choices in how they wish to bank with us. You will actively raise fraud awareness, identify and support customers who are in potentially vulnerable situations or have more complex needs, and work to ensure financial inclusion for all.

We’re looking for people who are passionate about delivering an outstanding customer experience, with a helpful personality. Previous Customer Service experience is helpful but not essential. We’re interested in someone who can hold a conversation and has a genuine passion for going above and beyond for customers – everything else we can teach you!

At HSBC we’re passionate about coaching and developing our people. You’ll have access to our learning platform and opportunities to develop your career further.

• 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 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 enabling you to engage in effective conversations, build strong connections and show empathy to customers.
• Ability to take ownership of customer enquiries through to resolution, delivering a personalised, friendly and efficient service that exceeds expectations.
• Resilience in a continuously changing environment.

This is a full-time role requiring 35 hours per week, typically between Monday to Friday 09:00–17:00 and Saturday 09:00–13:30 (not all branches are open on Saturdays). Applications are open to UK residents over 18 with valid right to work in the UK for a minimum of 14 months; sponsorship for this role is not available. If you are on a student visa that does not permit 35 hours per week, we will not be able to progress your application.

There may be times when you may be asked to support other local branches within a reasonable distance, with any 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 used, and HSBC products and services. Our Customer Service Consultant training course is 9 days in total, split over 3 weeks. Because training is important, you are required to attend the entire course and holidays during the training period are not permitted.

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

• Over six weeks of holiday, including bank and public holidays, with the option to buy more.
• Perks at Work Benefit with 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.
• 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 HSBC shares at a discounted rate.

At HSBC, we’re dedicated to creating diverse and inclusive workplaces. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone. We are proud to be a Disability Confident Leader and will offer an interview to people with disabilities or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please contact the Recruiter.