Customer Service Advisor

Are you enthusiastic about delivering exceptional customer service? Do you excel at staying composed while communicating and solving problems to ensure customers feel supported? If so, join us as a Customer Service Advisor and enjoy all the rewards of working for one of the world's leading banks.

As well as a salary starting from £25,000 for a 35‑hour week, you can expect two fixed pay increments of £750 each in your first year (the first after your 6 months' probation, then at the end of your first year on completion of a competency assessment). We also offer an on‑site gym, a ‘lunch on us’ scheme, 25 days’ paid holiday plus bank holidays, employee discounts, pension/healthcare schemes, and a hybrid working model that gives you the best of both worlds.

You don't have to have a banking or customer service background, but there are essential skills we look for:

• Active listening: carefully retain key details and accurately understand customer concerns.
• Effective communication: clearly convey information, ask the right questions, and ensure customers understand solutions.
• Customer‑centric mindset: always aim to deliver quality service so customers have a positive experience and lasting relationships.
• Empathy and support: understand the customer's perspective and tailor your approach accordingly.
• Resilience: remain calm when dealing with customer questions, competing priorities, and a demanding workload.
• Accountability: resolve queries in line with policy and guidelines.
• Following process: follow procedures or make appropriate escalations when necessary.
• Digital fluency: have confidence and a good capability with technology.

We can teach you everything else you need to know through our 15‑week comprehensive training programme, covering systems and products. You will also receive support in our Academy, where you will take your first live customer calls with a peer coach. Training and academy hours are Monday to Friday, 9 am‑5 pm, and will be 100% face‑to‑face in the office. You must be able to commit to the role for a minimum of 12 months.

Applications are open to UK residents over the age of 18 who have a valid right to work in the UK. We are unable to offer sponsorship for this role. This is a full‑time position that requires 35 hours per week. Please note that students on visas that do not allow 35 hours per week will not be able to progress your application.

• Online Contact Centre Skills Assessment
• Telephone‑based Recruiter Interview
• Final face‑to‑face interview with the business and an online Values‑Based Assessment

Open between 6 am and 11 pm, Monday to Sunday, with a variety of working patterns to suit you, including compressed shifts with up to three days off each week.

You will work at our Birmingham office some of your time and then remotely from home. To work from home you must have a suitable office set up, including a desk and chair, free from interruptions, and a home Fibre Broadband connection with a minimum speed of 10 Mbps. We will provide the technology required for your role.

Being open to different points of view is important for our business and the communities we serve. We are dedicated to creating diverse and inclusive workplaces, no matter gender, ethnicity, disability, religion, sexual orientation or age. We are committed to removing barriers and ensuring careers are inclusive and accessible for everyone. We take pride in being 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.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitmenthsbc

Telephone: