What you'll do

As customer habits change and become more digital focused, our Branch Network is at the heart of our local markets acting as a community hub supporting and educating our customers to Bank with us using their channel of choice.

The role of a Customer Service Consultant known internally within HSBC as a Universal Banker (UB) is to provide our customers with an outstanding service that we can all be proud of, by taking ownership of customer enquiries, and supporting and resolving more complex queries.  Our UB’s educate our customers to enable them to use our digital platforms, giving them a choice of how they wish to bank with us.  Our UB’s actively raise fraud awareness protecting our customers, and will 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, people who are ambitious and have a helpful personality. Previous Customer Service experience is helpful, but is not essential, what we are really interested in is someone who can hold a conversation and who has a genuine passion for going above and beyond for customers – everything else we can teach you!

At HSBC we are passionate about coaching and developing our people, working for us you will have access to our learning platform “HSBC University” and will have the opportunity to develop yourself and your career further.

HSBC is a Global Bank and working for the Branch Network can be the gateway to an amazing Career, with access to other roles across the group with the ability to explore Flexible working locations, our only ask is that you commit to the Branch Network for the first 18 Months of your career, to embed your learning and grow your skill set.

Within this role you will;

• Play a pivotal role within our Branch Customer Service Team by being the first point of contact for our customers banking requirements, 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
• Helping our customers with more complex banking needs to ensure they feel supported in their choices

Requirements

What do I need to be successful?

• Demonstrate excellent communication skills which will enable 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  

When & where you'll work

This role is Part-Time.  The total number of hours and working pattern is detailed at the start of this advert.

There may be times when we may ask you to support other local branches within a reasonable distance to you with any additional costs reimbursed in line with HSBC Expenses Policy.