Customer Service Representative

Do you enjoy talking to customers and providing them with an 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 well as a salary starting from £25,000for a 35-hour week you can expect  two fixed pay increments of £750 each in your first year (the first after your 6 months’ probation, then at the end of your first year on completion of a competency assessment). We also  offer free parking, ‘lunch on us’ scheme, and subsided on-site nursery - not to mention an impressive range of company benefits including 25 days’ paid holiday (+ bank holidays), employee discounts and  pension/healthcare schemes . We also provide  hybrid working which gives you the best of both worlds.

You don’t have to bring us banking or even customer service experience, but there are essential skills that we look for:

• 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 a quality service for our customers so they have a positive experience to ensure longer lasting relationships.
• Empathy and support : understand the customer’s perspective and tailor your approach accordingly to support.
• 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 or making appropriate escalations where necessary.
• Digital Fluency : have confidence and a good capability with technology.

We can teach you everything else you need to know via our comprehensive training programme. This will be across 16 weeks to get you up-to-speed with your role, our systems, and products, and in our Academy (where you’ll be taking your first live customer calls with the support of a peer coach). Our Training and Academy hours are Monday to Friday 9am-5pm and training and academy support will be 100% face-to-face in the office. Where possible we ask that you do not take any holidays during this time as this will be limited during this period and can be discussed further at interview. You must also be able to commit to the role for a minimum of 12 months.

Applications are open to UK Residents over the age of 18 currently with a valid right to work in the UK, we are unable to offer sponsorship for this role. This is a full-time position that requires you to work 35 hours per week. Please note if you are on a student visa that does not allow you to work 35 hours per week, unfortunately, we will not be able to progress your application. 

Our application process consists of:

1. Online Contact Centre Skills Assessment
2. A telephone-based Recruiter Interview
3. Final face-to-face interview with the business and an online Values Based Assessment

Our Contact Centre is open between 7.30am-7pm Monday to Friday and we are specifically looking for people who can work full-time. If successful in your application, an appropriate available shift pattern will be discussed with the team. You’ll be required to work in the office three days per week, with the option to request workplace adjustments if required after joining.

We operate a hybrid working environment, which means you will work at our office in Leeds some of your time and then remotely from home. So please do consider if this will be commutable for you. To be able to work from home, you will need to ensure you have a suitable office set up which includes a desk and a chair in a location which is free from the interruptions of day-to-day life. We will provide you with the technology required to do your role, but you’ll need to have a home Fibre Broadband connection with a minimum speed of 10MPS.

Opening up a world of opportunity.

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 their gender, ethnicity, disability, religion, sexual orientation, socio-economic background or age. We are committed 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.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk via View email address on apply.careers.hsbc.com .