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Customer Service Consultant, Nuneaton, Queens Road

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HSBC

9d ago

  • Job
    Full-time
    Entry Level
  • Customer Relations
    Sales & Business Development
  • Coventry

AI generated summary

  • You must have excellent communication skills, take ownership of customer inquiries, deliver exceptional service, and be resilient in a constantly changing environment.
  • You will be the first point of contact for customers, ensuring exceptional service, educating on digital tools, supporting vulnerable clients, and assisting with complex banking needs.

Requirements

  • Demonstrate excellent communication skills enabling you to engage in effective conversations, build strong connections and show empathy to our customers.
  • The ability to take ownership of customer enquiries through to resolution, you will pride yourself on delivering a customer experience that exceeds expectations, delivering a personalised, friendly & efficient service.
  • Be resilient to a continuous changing environment.

Responsibilities

  • Play a pivotal role within our Branch Customer Service Team by being the first point of contact for our customers, take ownership of their individual needs and deliver an exceptional customer experience.
  • Play an integral part in customer education around HSBC digital services and fraud awareness.
  • Identify customers who are in vulnerable situations and determine the best way we can support them.
  • Help our customers with more complex banking needs to ensure they feel supported in their choices.

FAQs

What is the role of a Customer Service Consultant at HSBC?

The role of a Customer Service Consultant is to provide outstanding service by educating customers on digital platforms, ensuring they can choose how they wish to bank, and raising fraud awareness. They also support customers with complex needs and those in vulnerable situations.

Is previous customer service experience required for this position?

Previous customer service experience is helpful but not essential. HSBC is primarily looking for candidates who can hold a conversation and have a passion for delivering an exceptional customer experience.

What are the working hours for this position?

The full-time role is 35 hours per week, typically between Monday to Friday from 09:00 to 17:00 and Saturday from 09:00 to 13:30. Not all branches are open on Saturdays.

What training will I receive for this role?

You will receive full in-branch training specific to your role, including systems and products, through a Customer Service Consultant training course that lasts 9 days over 3 weeks.

How much is the starting salary for this position?

The attractive starting salary is £25,061 based on a 35-hour work week, along with an annual discretionary performance bonus.

What additional benefits does HSBC offer?

Additional benefits include over six weeks of holiday, access to employee discounts, a market-leading pension contribution, BUPA Healthcare, life assurance, and access to a flexible benefits platform.

Does HSBC offer opportunities for career development?

Yes, HSBC is passionate about coaching and developing its employees, providing access to a learning platform and opportunities for further career development.

How does HSBC ensure inclusivity in its recruitment process?

HSBC is dedicated to creating diverse and inclusive workplaces and offers accessible recruitment processes for all candidates, regardless of gender, ethnicity, disability, religion, sexual orientation, or age.

Will I be able to take holidays during the training period?

No, you will be unable to take holidays during the training period as full attendance is required to complete the training successfully.

What should I do if I need adjustments made during the application process?

If you need adjustments during the application process, please contact the HSBC Recruitment Helpdesk via email at hsbc.recruitment@hsbc.com or by telephone at +44 207 832 8500.

HSBC

Finance
Industry
10,001+
Employees
1880
Founded Year

Mission & Purpose

Opening up a world of opportunity for our customers, investors, ourselves and the planet. We're a financial services organisation that serves more than 40 million customers, ranging from individual savers and investors to some of the world’s biggest companies and governments. Our network covers 63 countries and territories, and we’re here to use our unique expertise, capabilities, breadth and perspectives to open up a world of opportunity for our customers. HSBC is listed on the London, Hong Kong, New York, Paris and Bermuda stock exchanges.

Culture & Values

  • We value difference

    Seeking out different perspectives

  • We succeed together

    Collaborating across boundaries

  • We take responsibility

    Holding ourselves accountable and taking the long view

  • We get it done

    Moving at pace and making things happen