Customer Service Consultant - Holborn Circus, London

What you'll do

The role of a Customer Service Consultant is to provide outstanding service, educating customers to use our digital platforms and offering choices for how they wish to bank with us. Our Customer Service Consultants actively raise fraud awareness to protect customers and identify and support those who are in potentially vulnerable situations or have more complex needs, ensuring financial inclusion for all. We are looking for people who are passionate about delivering an outstanding customer experience, ambitious, and with a helpful personality. Previous customer service experience is helpful but not essential. What matters is the ability to hold a conversation and a genuine passion for going above and beyond for customers – everything else we can teach you!

At HSBC, we are committed to coaching and developing our people. You will have access to our learning platform and the opportunity to develop yourself and your career further.

Within this role you will

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

What do I need to be successful?

• Demonstrate excellent communication skills to engage in effective conversations, build strong connections, and show empathy to customers.
• Ability to own customer inquiries through to resolution, delivering a personalized, friendly, and efficient service that exceeds expectations.
• Be resilient in a continuously changing environment.

When & where you'll work

Our full-time roles are 35 hours per week between Monday to Friday 09:00–17:00 and Saturday 09:00–13:30. (Not all branches are open on Saturdays.) This is a full-time position requiring 35 hours per week. Please note that if you are on a student visa that does not permit 35 hours per week, we will not be able to progress your application. There may be times when we ask you to support other local branches within a reasonable distance, with any additional costs reimbursed in line with HSBC Expenses Policy.

Your Training

You will receive full in-branch training to get you up to speed with the specifics of your 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. As training is essential, you will be required to attend the whole course and will be unable to take holidays during the training period.

What You’ll Get

We offer an attractive starting salary of £27,400 based on 35 hours per week, plus an annual discretionary performance bonus.

You will also receive:

• Over six weeks’ holiday, including bank and public holidays, with the option to buy more.
• Perks at Work Benefit with access to 30,000+ national and local employee discounts.
• A market-leading employer pension contribution.
• BUPA Healthcare.
• Life assurance equal to four times your annual salary.
• Access to a flexible benefits platform offering upgrades to 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.

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 gender, ethnicity, disability, religion, sexual orientation, 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:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 207 832 8500