Universal Banker

Overview

As a Customer Service Consultant, you'll provide an outstanding service, educating our customers to enable them to use our digital platforms, giving them a choice of how they wish to bank with us. Our Customer Service Consultants actively raise fraud awareness protecting our customers and will identify and support those who are in potentially vulnerable situations or have more complex needs, ensuring financial inclusion for all.

• Play a pivotal role within our Branch Customer Service Team by being the first point of contact for our customers, taking ownership of their individual needs and delivering an exceptional customer experience.
• Play an integral part in educating customers about HSBC digital services and fraud awareness.
• Identify customers who are in vulnerable situations and determine the best way we can support them.
• Assist customers with more complex banking needs to ensure they feel supported in their choices.
• Demonstrate excellent communication skills to engage in effective conversations, build strong connections and show empathy to our customers.
• Take ownership of customer enquiries through to resolution, delivering a personalised, friendly and efficient service that exceeds expectations.
• Be resilient in a continuously changing environment.
• Support other local branches within a reasonable distance when required, with any additional costs reimbursed in line with HSBC Expenses Policy.

Training:
You will receive full in-branch training to get up to speed with the specifics of your job role, the systems you will use, and the products and services HSBC offers. 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 whole course and holidays during the training period are not permitted.

Hours:

This is a full-time role requiring 35 hours per week between Monday to Friday 09:00–17:00 and Saturday 09:00–13:30. (Not all branches are open on a Saturday.)

Eligibility:
Applications are open to UK residents over the age of 18 with valid right to work in the UK for a minimum of 14 months. We are unable to offer sponsorship for this role. If you are on a student visa that does not allow 35 hours per week, we will not be able to progress your application.

• 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 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.
• Access to a flexible benefits platform with options such as Health Club Memberships, Retail Voucher Cards, Car Breakdown Cover, and more.
• Sharesave schemes — a monthly savings plan with an option to buy HSBC shares at a discounted rate.

Opening up a world of opportunity. HSBC is committed to creating diverse and inclusive workplaces and welcomes applicants from all backgrounds. We are dedicated to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. 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.