Customer Service Consultant - London, Canada Square

What you'll do

You will provide outstanding customer service, educating customers to use our digital platforms and offering flexibility in how they bank with us. You will help raise fraud awareness, identify customers in vulnerable situations or with complex needs, and support financial inclusion for all. We’re seeking people who are passionate about delivering an excellent customer experience, ambitious, and with a helpful personality. Previous customer service experience is beneficial but not essential. The key is the ability to engage in conversations and a genuine passion for going above and beyond for customers—we can teach the rest.

At HSBC, we’re committed to coaching and developing our people. You’ll have access to our learning platform and opportunities to grow your career.

Responsibilities

• Be the first point of contact for customers within the Branch Customer Service Team, take ownership of individual needs, and deliver 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.
• Assist customers with more complex banking needs to ensure they feel supported in their choices.

What do I need to be successful?

• Excellent communication skills to engage in effective conversations, build strong connections, and show empathy.
• Ability to take ownership of customer inquiries through to resolution, delivering a personalized, friendly, and efficient service that exceeds expectations.
• Resilience in a continuously changing environment.

When & where you'll work

This is a full-time role requiring 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.

Please note that if you are on a student visa that restricts you to fewer than 35 hours per week, we cannot progress your application. There may be times when you are asked 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 become proficient with the role, systems, products, and services HSBC offers. The Customer Service Consultant training course lasts 9 days, spread over 3 weeks. Attendance is required in full, and holidays during training are not allowed.

What You’ll Get

We offer an attractive starting salary of £28,800 based on 35 hours per week, plus an annual discretionary performance bonus.

You’ll also receive:

• Over six weeks of holiday, including bank and public holidays, with the option to buy more.
• Perks at Work benefit with access to 30,000+ national and local discounts.
• 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.

Opening up a world of opportunity

We value diverse perspectives and are committed to inclusive workplaces. HSBC is dedicated to creating an environment that is accessible to everyone, regardless of gender, ethnicity, disability, religion, sexual orientation, or age. We are proud to be 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 the role.

If you need accommodations or changes during the recruitment process, please contact our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 207 832 8500