Customer Service Advisor

Do you enjoy talking to customers and providing them with exceptional 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 a Customer Service Advisor, you will earn a starting salary of £25,000 for a 35‑hour week, with two fixed pay increments of £750 each in your first year (after 6 months probation and after completion of a competency assessment). You will also benefit from free parking, a lunch‑on‑us scheme, subsidised on‑site nursery, 25 days’ paid holiday (plus bank holidays), employee discounts, pension and healthcare schemes, and a hybrid working arrangement.

• Active listening: listen carefully, retain key details, and accurately understand our customers’ concerns.
• Effective communication: clearly communicate 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 longer 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 customer queries in line with policy and guideline.
• Following process: follow procedures and make appropriate escalations where necessary.
• Digital fluency: have confidence and good capability with technology.

The role offers a 15‑week comprehensive training programme that includes a hands‑on Academy where you’ll take live customer calls with peer coaching. Training hours are Monday to Friday, 9am‑5pm, 100% face‑to‑face in the office. You will be expected to complete training without holiday during this period and must commit to a minimum of 12 months in the role.

Applicants must be UK residents, over 18, with a valid right to work in the UK. We do not offer sponsorship for this role. The position is full‑time and requires 35 hours per week. Students on a visa that does not allow 35 hours per week will not be considered.

• Online Contact Centre Skills Assessment
• Telephone‑based recruiter interview
• Final face‑to‑face interview with the business and an online values‑based assessment

The contact centre operates 6am to 11pm, Monday to Sunday. We offer a variety of shift patterns, including compressed shifts with up to three days off per week. You will work from the office three days per week and may request workplace adjustments. A suitable home office set‑up and minimum broadband speed of 10 MPS are required for remote work.

We operate a hybrid work environment – some time at our Leeds office, some remotely. Please consider commutability.

We are committed to creating diverse and inclusive workplaces. HSBC is a Disability Confident Leader and offers interviews to people with disabilities, long‑term conditions or neurodivergent candidates who meet the minimum criteria. We embrace applicants of all genders, ethnicities, disabilities, religions, sexual orientations and ages.

For accommodation or changes during recruitment, contact our Recruitment Helpdesk:

• Email: hsbc.recruitmenthsbc
• Telephone: