Customer Service Advisor


Job Description

Hamilton with Hybrid working

Salary: from 23,205 + excellent benefits

Hours: 35 hours per week.

If you’ve got experience of delivering outstanding customer service, why not join our team at HSBC as a Contact Centre 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 23,205 for a 35-hour week, we offer free parking, on-site gym, 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.

Please be aware applications are open to all 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.

You will:

  • Povide our customers with exceptional telephone-based customer service to help resolve their queries in a friendly and professional way.
  • Be resilient, able to work in a busy contact centre environment, and hold conversations with customers on the telephone.
  • Have the technical ability to use multiple systems to process a wide range of transactions at pace, whilst maintaining a high degree of accuracy.
  • Be a problem solver with excellent attention to detail.
  • Be happy to support in educating our customers around HSBC products and alternative digital banking platforms.

Although previous Customer Service experience is essential, you don’t need to have banking experience, as we can teach you everything you need to know via our comprehensive training programme. This covers 4 weeks to get you up-to-speed with your role and our systems and products followed by a further 5 weeks support 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, and we ask that you do not take any holidays during this time. You must also be able to commit to the role for a minimum of 12 months.

Our Contact Centre is open between 8am to 8:00pm Monday to Sunday. We are specifically looking for people who can work full-time on one of the following working patterns:

Working Pattern Choice 1:

  • Monday to Thursday, 8.00am to 4.00pm + Sunday from 12.15 pm to 8.15pm

Working Pattern Choice 2:

  • Tuesday to Friday, 8.00am to 4.00pm + Saturday from 12.15pm to 8.15pm

We operate a hybrid working environment, which means you will work at our office in Hamilton some of your time and then remotely from home. Please note, our contact centre team will be moving to Maxim Park ML1 4WQ in early 2025, 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.

HSBC 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. Our recruitment processes are accessible to everyone – no matter their gender, ethnicity, disability, religion, sexual orientation, or age.

We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse.

If you’d like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:

Telephone: (phone number removed)