Customer Service Representative

What you'll do

The role of a Customer Service Representative is to provide our customers with outstanding service by taking ownership of transactional or service requests and answering product queries. You will educate customers about HSBC self-service devices and actively discuss HSBC’s digital platforms to give them the choice of how they wish to bank with us.

We are looking for people who are passionate about delivering an exceptional customer experience—ambitious with a helpful personality. Previous customer service experience is helpful but not essential. What matters 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 focus on coaching and development. You will have access to our learning platform and opportunities to develop your career.

Within this role you will

• Provide exceptional face-to-face customer service in a fast-paced branch environment, adhering to policies and procedures.
• Process a wide range of transactions with a high degree of accuracy.
• Demonstrate excellent attention to detail.
• Educate customers about HSBC self-service devices and alternative digital banking platforms.
• Collaborate with the branch team and seek to improve workflows and processes to make banking with HSBC easier for customers.

What do I need to be successful?

• Demonstrate excellent communication skills to engage in effective conversations, build connections, and show empathy to customers.
• Ability to take ownership of 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

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. 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 occasions 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 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 Representative training course is 8 days in total, split over 2 weeks.

Because training is important, you are required to attend the entire course and will be unable to take holidays during the training period.

What You’ll Get

We offer an attractive minimum starting salary of £25,500 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.
• Market-leading employer pension contributions.
• BUPA Healthcare.
• Life assurance equivalent to four times your annual salary.
• Access to a flexible benefits platform offering upgrades such as Health Club memberships, retail vouchers, 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. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone. We are proud to be 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