Job description

“Official” for HSBC.com JD

M&S Bank

M&S Customer Adviser Apprenticeship, Contact Centre

Level 3 Senior Financial Services Customer Adviser

M&S Bank is a member of HSBC Group. If you’re looking for a career which will unlock new opportunities, join HSBC Group and experience the possibilities. As an HSBC Group employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

We value difference and understand that we succeed together when you can bring your whole self to work – you feel better and work better, and that’s good for everyone! We take responsibility for creating an inclusive culture for everyone – our colleagues, our customers and our communities. Together, we get it done! 

At M&S Bank, we’re enhancing life every day for our customers, and we’re looking for a dedicated Contact Centre Apprentice to make it happen!

This isn’t your average service role nor is M&S your average bank – our business is designed around you and our valued customers,

We are Marks & Spencer’s financial partner. Our aim is to bring the trusted M&S values to banking, opening up a world of opportunity for our customers. At M&S Bank, we offer a range of financial services, from credit cards to savings products, loans to insurance; and we have the widest selection of travel money currencies available on the high street at our M&S Bureau de Change.

The role is varied, fast-paced and, whilst challenging, it also thoroughly rewarding. This is an Apprenticeship opportunity which will see the successful candidates join on an 18-month Level 3 Apprenticeship programme. You will be supported throughout your entire journey, with a mixture of classroom learning, independent study and on the job training designed to build your foundations for a successful career within the HSBC group.                                                                                                                                                                  

An Apprenticeship with M&S Banking

• This starts with a comprehensive five-week training programme, where you’ll learn all about going above and beyond for our customers
• You will work towards and complete a nationally recognised vocational qualification in Providing Financial Services
• You will gain Certificate in Retail & Digital Banking (Cert RDB)
• Flexibility in working - choose to work from our Chester head office or work from home

The Scheme has no prescribed timescale for completion as we recognise people learn at different speeds; however, the average time to complete an Apprenticeship is between 15 - 18 months.

You will also…

• Gain the opportunity to study more widely about the place of work and customer service, better equipping you for future roles whilst also earning a full time salary
• Gain satisfaction and self-confidence from the knowledge your capabilities have been successfully assessed against an established national framework
• Gain the necessary foundation in skills and knowledge that will allow you to progress your career and make the most of the further opportunities open to you.
• Access our rewards package which is an individually tailored benefit scheme, allowing you to select the benefits that are right for you. Options include a market leading pension scheme, five weeks’ holiday, and the option to buy five extra days – as well as a 20% M&S discount.
• Receive the salary of £20,020.

What will you do as a Customer Adviser Apprentice?

Our mission is to make things easy for customers, and delight them when we can – that’s where you come in! You’ll be there to answer the phone and help or support our customers with whatever they need at that time. So, you’ll be doing things like:

• Acting as a digital advocate, helping our customers understand and use our digital platforms to service their accounts
• Providing the highest levels of customer satisfaction and professional customer support
• Building rapport so you can have meaningful conversation with customers to understand how you can help and then by providing relevant solutions 
• Maintaining and updating customer account details
• Handling complaints, taking ownership and resolving them
• Being the voice of our customer to help us continually improve

Are you our next Apprentice?

We’re looking for enthusiastic, customer-focussed people to join our Contact Centre team. We’ll provide training, so it doesn’t matter if you’ve never worked in a contact centre before. Here are the sorts of skills we are looking for:

• We ask for your commitment to develop and learn, and to be willing to devote some of your own time to complete the Apprenticeship programme through to the end.
• Whilst working, you will be collating evidence of learning, be observed and receive feedback from a dedicated Talent Coach. This is averaged over a 14-18 month period and includes completing ‘sign-up’ & functional skills assessments, as well as time to take examinations.
• Work a total of 35 hours per week between the hours of 8am and 8pm, Monday to Sunday.
• Have a flexible approach to working shift patterns to support the bank in delivering a comfortable and flexible banking service to our customers.

The base location for this role is Kings Meadow Chester, but applicants from across the UK will be considered, as the role offers flexibility to work from home. There will be some requirement within the first 4-6 weeks to attend the Chester Head Office. Following the training there will be the option for hybrid working or a fully working from home.

At HSBC Group we look to enable our employees to better balance their work / life priorities and have the flexibility required to meet challenging needs as they progress through different life stages.

Where possible we will consider the following flexible working options: part-time working, job sharing, term-time working, and working from home and staggered hours. If in considering a role with HSBC you have a need for some flexibility in your working arrangements please discuss this with the recruitment team in the early stages of the application process.

As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC Group is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.

We reserve the right to close the applications early. Applicants are encouraged to apply as early as possible to avoid disappointment.

For any questions or queries, please email apprenticeship.team@hsbc.com

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