Customer Service Consultant

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

People who are passionate about delivering an outstanding customer experience, who are ambitious and have a helpful personality, are looking for you. While previous customer‑service experience is helpful, the real requirement is the ability to hold a conversation and have a genuine passion for going above and beyond for customers – everything else we can teach you.

• Play a pivotal role within the Branch Customer Service Team as the first point of contact for customers, taking ownership of their individual needs and delivering an exceptional experience.
• Deliver customer education around HSBC digital services and fraud awareness.
• Identify customers who are in vulnerable situations and determine the best way to 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 our customers.
• Show the ability to take ownership of customer enquiries through to resolution, delivering a personalised, friendly and efficient service that exceeds expectations.
• Be resilient to a continuously changing environment.

Our full‑time roles are 35 hours per week. Working hours are Monday to Friday 09:00–17:00 and if required Saturday 09:00–13:30 (not all branches are open on Saturday). If you hold a student visa that does not allow you to work 35 hours per week we will not be able to progress your application. We may occasionally ask you 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 role, the systems you will use, and the products and services that HSBC offers. The training course is nine days total, spread over three weeks, and must be completed in its entirety – holidays cannot be taken during the training period.

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

• Over six weeks’ holiday, including bank and public holidays with an option to buy more.
• Access to Perks at Work Benefit, giving you over 30,000 national and local employee discounts.
• Life Assurance, equivalent to four times your annual salary.
• A 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 shares in HSBC at a discounted rate.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces – no matter gender, ethnicity, disability, religion, sexual orientation or age. 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: