Customer Service Consultant

What you'll do

The role of a Customer Service Consultant is to provide an outstanding service that we can all be proud of, educating customers to enable them to use our digital platforms and giving them a choice of how they wish to bank with us. You will actively raise fraud awareness, protect customers, and identify and support those in potentially vulnerable situations or with more complex needs, ensuring financial inclusion for all.

• Serve as the first point of contact in the Branch Customer Service Team and take ownership of customer needs.
• Deliver an exceptional customer experience that exceeds expectations.
• Educate customers around HSBC digital services and fraud awareness.
• Identify customers who are vulnerable and determine the best way to support them.
• Assist customers with more complex banking needs.

• Excellent communication skills, enabling effective conversations and strong connections with customers.
• Ability to take ownership of enquiries through to resolution and pride in delivering personalised, friendly and efficient service.
• Resilience and adaptability in a continuously changing environment.

Full‑time roles are 35 hours per week, Monday to Friday 09:00‑17:00 and Saturday 09:00‑13:30 (some branches are closed on Saturdays). The role requires 35 hours per week. If your student visa does not allow 35 hours, the application will not proceed. You may be asked to support other nearby branches with costs reimbursed in line with HSBC Expenses Policy.

You'll receive full in‑branch training to get you up to speed with the job role, systems, and HSBC products and services. The Customer Service Consultant training course is 9 days total, split over 3 weeks. You must attend the whole course; holidays cannot be taken during this period.

We offer an attractive starting salary of £27,200 per annum (based on 35 hours per week) and an annual discretionary performance bonus. Benefits include:

• Six weeks' holiday, including bank and public holidays, with the option to buy more.
• Access to Perks at Work, a national & local discount platform.
• Market‑leading employer pension contribution.
• BUPA healthcare.
• Life assurance, equal to four times the annual salary.
• Flexible benefits platform for health club memberships, retail voucher cards, car breakdown cover and more.
• Sharesave schemes – a monthly savings plan linked to a discounted share purchase option.

Being open to different points of view is important for our business and the communities we serve. HSBC is committed to creating diverse and inclusive workplaces. We are a Disability Confident Leader and will offer an interview to candidates with disabilities, long‑term conditions or neurodivergent candidates who meet the minimum criteria.

For accommodation or changes during the recruitment process, contact our Recruitment Helpdesk:
Email: hsbc.recruitmenthsbc
Telephone: