Customer Service Consultant

What you’ll do

As a Customer Service Consultant you will provide outstanding service, educate customers on digital platforms, raise fraud awareness, identify and support vulnerable customers, and ensure financial inclusion for all.

Responsibilities include:

• Act as the first point of contact for customers, take ownership of their needs and deliver an exceptional experience.
• Educate customers on HSBC digital services and fraud awareness.
• Identify and support customers who are in vulnerable situations.
• Assist customers with more complex banking needs to ensure they feel supported.

• Excellent communication skills, engaging in effective conversations and showing empathy.
• Ability to take ownership of enquiries through resolution, delivering a personalised, friendly and efficient service.
• Resilience in a continuously changing environment.

Full‑time role, 35 hours per week:
Monday–Friday 09:00–17:00 and Saturday 09:00–13:30 (not all branches open on Saturday). Suitable for UK residents with a valid right to work in the UK for at least 14 months; no sponsorship offered. Students on a visa that does not allow 35 hours per week will not be considered.

Employees may be asked to support other local branches within a reasonable distance, with costs reimbursed in line with HSBC Expenses Policy.

You will receive full in‑branch training to cover job specifics, systems, products and services. The 9‑day course is split over 3 weeks; attendance for the entire course is required, during which no holiday can be taken.

Competitive compensation and benefits:

• Starting salary of £27,200 (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 with access to 30,000+ national and local employee discounts.
• Market‑leading employer pension contribution.
• BUPA healthcare.
• Life assurance equal to four times annual salary.
• Flexible benefits platform for health club membership, retail voucher cards, car breakdown cover, and more.
• Share Save scheme – monthly savings plan linked to discounted share purchase options.

HSBC is committed to creating diverse and inclusive workplaces. We are a Disability Confident Leader and will offer an interview to people with disabilities, long‑term conditions or neurodivergent candidates who meet the role’s minimum criteria. We welcome applicants of all genders, ethnicities, abilities, religions, sexual orientations and ages.

If you need accommodation or changes during the recruitment process, please contact our Recruitment Helpdesk.